Customer Support Specialist – m/f/d

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Efficiently manage customer inquiries through email and community channels in a structured manner.

• Draft responses that are clear, precise, and consistent, with an emphasis on clarity and quality.

• Maintain oversight and operate in an organized way, even during peak times (e.g., significant jackpots that cause a notable increase in ticket volume).

• Systematically gather and categorize customer feedback, documenting it for use by product and engineering teams.

• Identify recurring themes and patterns, proactively bringing them to light.

• Continuously enhance existing content, responses, and knowledge structures.

• Utilize AI-powered tools in daily support tasks and assist in their further optimization.

• Collaborate with the team to refine support processes based on data and enhance efficiency.

⛳️ Requirements

• At least 3 years of experience in customer support, preferably in a digital, product, or tech-related environment.

• Strong written communication skills in German and a good command of English.

• Capability to clearly articulate complex technical or product-related topics.

• Experience in working with data in a structured manner (e.g., ticket analysis, pattern recognition).

• Proficient use of digital tools and systems (e.g., helpdesk, Notion, Slack).

• Ability to stay organized and focused, even amidst high inquiry volumes.

• Interest in data-driven work and ongoing optimization.

• Willingness to embrace AI tools and automation in support.

🏝️ Benefits

• Competitive salary and trust-based working hours.

• 30 days of vacation annually.

• 2 additional company holidays (December 24 and December 31).

• Generous budget for learning and development.

• Unique and memorable team events.

• Quarterly feedback meetings to facilitate mutual growth.

• Provision of all necessary equipment for your workday: MacBook, headphones, and more.

• A modern and inspiring workplace in Berlin or Konstanz by Lake Constance, featuring a spacious roof terrace.

• One dedicated training day each month and a generous budget for your personal development.

• An experienced team member will support you from day one to assist with your onboarding.