Customer Support Specialist

Role Overview

• Handle incoming support inquiries — from how-to questions to standard product-related cases.
• Complete (ticket) documentation including the resolution steps as a basis for self-serve content and AI deflection.
• Actively contribute to the development and continuous improvement of the support playbook and processes.
• Clearly assess and document inquiries: what you resolve yourself, what should be escalated to the team, and what goes to Engineering/Product.
• Support the team by preparing customer-specific analyses, reports, and KPIs.
• Capture customer feedback and KPIs (First Response Time, Resolution Rate) to provide a basis for product decisions and process improvements.

Requirements

• Initial experience in B2B customer contact, ideally in a SaaS or tech environment.
• Experience with ticketing systems or CRM tools is an advantage — not required.
• Basic technical understanding: system questions and API topics in customer-facing situations are familiar to you.
• Structured, reliable, and clear communicator — both written and verbal.
• Eager to take early responsibility and grow with a scaling team.
• Willing to work 3–4 days per week from our Munich office.
• German language skills and English at C1 level are required.

Benefits

• A role you shape from day one — with real scope for impact and growth opportunities.
• Direct access to founders and leadership.
• Flat hierarchies are our everyday reality.
• Short paths and fast decision-making.
• AI-first — we expect and support its use.
• Hybrid work with an office in the heart of Munich, close to the Theresienwiese.
• Flexible model with regular office presence because we believe the best ideas also emerge from in-person collaboration.
• Wellpass or BahnCard, corporate benefits, team events, annual offsites.
• Fair, competitive compensation.