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About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
B2B customer contacttechnical understandingAPI topicsticket documentationcustomer-specific analysesKPI reportingFirst Response TimeResolution Rate
Soft Skills
structured communicatorreliable communicatorclear communicatorwritten communicationverbal communicationeager to take responsibilitygrowth mindset