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About the role
Key responsibilities & impact- Respond to inbound support tickets across email and live chat, resolving technical and product questions quickly and clearly
- Triage and diagnose issues - distinguishing user errors from product bugs and routing accordingly
- Monitor product usage patterns to proactively identify users who are stuck or at risk of churning
- Spot recurring ticket themes and translate them into actionable product insights - escalating friction points to the Growth and product teams
- Reproduce and document bugs clearly for the engineering team, including steps, environment details, and impact assessment
- Contribute to the in-product help experience - working with the growth team on tooltips, empty states, and contextual nudges that reduce support volume
Requirements
What you’ll need- Highly fluent (or native) German speaker
- Highly fluent English speaker
- 1+ years of experience in a technical support or customer success role
- Strong communication skills to explain technical issues and resolutions to both engineering and non‑technical stakeholders
- Experience with support tools such as Intercom or Zendesk
- Comfortable working in a fast-paced, dynamic startup environment.
Benefits
Comp & perks- Along with 30 vacation days, we also offer a pension
- a generous Work From Home Allowance to make sure your home office has everything you need
- paid parental leave & more!
ATS Keywords
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Soft Skills
strong communication skillsproblem-solvingtechnical supportcustomer successdiagnosing issuestranslating technical issuesproactive identificationcollaboration with teamsdocumentationescalation of issues