Own tickets from the shared queue Pick up new tickets from our shared Zendesk queue and own each one from first reply to resolution.
Reply quickly and clearly, in a warm, informal tone that matches how the customer wrote to you.
Decide what to take on by urgency and customer impact, and keep our response time targets in mind.
Use everything available to you, from the Help Center and Notion to Slack and the product itself, to understand an issue and solve it without waiting to be told how.
Answer first. Solve the large majority of tickets yourself rather than passing them on.
When a ticket lands vague or half-described, like "I get an error when booking", ask the right questions, reproduce the problem, and get to the root cause.
Separate user error, a configuration issue, a real bug, and a feature request, and handle each one accordingly.
When you confirm a genuine product bug, do the reproduction work and raise it yourself in Jira and Slack, with clear steps and evidence.
Bring in our Technical Account Manager only when you hit the limit of your access or technical knowledge and cannot investigate further on your own.

Fluent, professional English and French.
Empathy and patience under pressure.
Some experience in a customer-facing or support role.
Comfortable working with Zendesk, Slack, and Jira.
A self-directed way of working.
Comfort with ambiguity.
A willingness to learn quickly.
Clear, warm, well-structured writing and real care for the person on the other end of the ticket.
German communication skills, a real plus given our customer base.
Experience with tools like BigQuery, Customer.io, or other data and notification platforms.
Hands-on experience with troubleshooting in SaaS applications, mobile and web.
A background in SaaS, HR Tech, or B2B software.
A history of contributing to a Help Center or knowledge base.
Already interested/experienced in using AI to make your daily work easier.

Competitive compensation
Unlimited annual leave
Annual company summit: Meet the whole team at our yearly summit in inspiring locations across Europe.
Team "Bursts": Time to collaborate with your team in person.
Home office support: A financial contribution to set up a comfortable, productive home office.
Learning & development: An annual budget for coaching, certifications, and conferences.

Customer Service Specialist

Key skills