(Senior) Customer Support Specialist (f/m/d)

About This Opportunity

Our talent team is representing a confidential SaaS client in the skilled trades technology sector. They're seeking a Customer Support Specialist to deliver exceptional support across multiple channels while contributing to product improvement and customer success initiatives.

This is a remote position based in Germany, requiring fluency in German and strong English communication skills.

Responsibilities

• Manage the complete lifecycle of customer inquiries via email, chat, and phone from initial contact through resolution and follow-up
• Serve as the primary point of contact for customers experiencing product questions, technical issues, and workflow challenges
• Maintain quality standards while managing your backlog independently and monitoring first response and resolution times
• Take end-to-end ownership of cases, collaborating with customer success, product, and engineering teams when needed
• Document and categorize cases thoroughly to enable effective root cause analysis
• Create and maintain help center articles, macros, and internal playbooks to build self-service capabilities and improve scalability
• Identify recurring issues, UX obstacles, and knowledge gaps, translating these insights into actionable product and process improvement recommendations
• Guide customers through core workflows, remove blockers, and share best practices in clear, practical terms
• Support the development of support automation and AI-driven workflows through testing, feedback, and continuous improvement
• Depending on experience, take ownership of specialized areas such as feature expertise or customer onboarding sessions and webinars

What We're Looking For

Required qualifications:

• Strong customer focus with clear, professional, and empathetic communication skills, even in challenging conversations
• Structured, analytical approach to problem-solving with the ability to find pragmatic solutions
• Personal accountability for customer issues with the drive to see them through to resolution
• Collaborative team orientation with a grounded, cooperative work style
• Solid technical aptitude and comfort working with digital tools and software platforms
• German language skills at C1/C2 level
• English language skills at minimum B2 level

Preferred qualifications:

• Previous experience in customer service, customer support, or customer success roles
• Familiarity with skilled trades businesses or understanding of their daily operations and typical workflows
• Experience with tools such as Intercom, HubSpot, Slack, Google Workspace, or Stripe
• Additional language capabilities in Spanish, Italian, Polish, or Dutch

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your background and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Throughout the process, we'll keep you informed and provide guidance. Please note that all applications must come through Get A Job.ai—direct contact with the client is not part of this process.

The client's interview process typically takes about 4 weeks from start to finish and may include a practical challenge. They're committed to providing feedback within 5 business days of your application.

Pay

Pay information was not provided for this role. Compensation details will be discussed during the screening process.

Equal Employment Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome candidates of all backgrounds and encourage you to apply even if your experience doesn't perfectly match every requirement listed.