Customer Support Representative (m/w/d)

About the Position

[Company name], a B2B or B2C SMB in [sector] based in [city], [X] employees, [X] M€ revenue, is looking for a Customer Support Representative to handle incoming customer queries over [channels: email / live chat / phone] in [languages: German / English / others].

Mission

As Customer Support Representative you handle incoming customer tickets daily over [channels], ensure clear and friendly responses within the defined SLA windows and actively contribute to improving our knowledge base and self-service content. You report to the [Head of Customer Support / Head of Customer Experience / Operations Manager].

Responsibilities

• Handling [X] tickets per day over [email / live chat / phone] with consistent writing quality and a friendly tonality.
• Meeting the SLA: first response time under [1 hour], resolution time under [24 hours] for standard tickets.
• Triaging complex or escalation-worthy tickets to Tier 2, engineering or the manager with a compact summary.
• Keeping structured notes in the ticketing tool [Zendesk / Intercom / Freshdesk] and in the CRM [HubSpot / Salesforce]; consistent use of tags and macros.
• Contributing to the internal knowledge base and the self-service portal: proposals for FAQ articles, macro extensions and documentation improvements from recurring tickets.
• Structured feedback of customer concerns to product and engineering with business context; participation in weekly team rituals (stand-up, ticket review, writing coaching).
• Participation in shift rotations and SLA readiness according to the defined shift plan.

Requirements

• Required: first experience in a customer-facing role (customer service, retail, hospitality, call center); German C1 spoken and written; very good writing quality (spelling, grammar, clear sentences); a service mindset with demonstrable resilience under load.
• Desired: experience with a ticketing tool (Zendesk, Intercom, Freshdesk, HubSpot Service); English B2 or higher; a further language (French, Dutch, Spanish); familiarity with B2B SaaS or a technically complex product.
• Disqualifying: typos in the cover letter; no concrete examples of interactions with dissatisfied customers; no willingness to do shift rotations, if relevant for the role.

We Offer

• Gross annual compensation: fixed [30-42] k€ depending on experience and language profile. An optional variable component up to 5 % indexed to CSAT, if part of the bonus program.
• Model: [full-time, hybrid 2-3 days per week on-site, based in [city] / fully remote within Germany].
• Benefits: [company pension, bike leasing, employee shares, vacation, home-office policy, professional development].
• Stack: [ticketing tool, CRM, Slack, Notion / Confluence, product-usage analytics].

About the Company

[Company name] is a B2B or B2C SMB in [sector] based in [city], with [X] employees and [X] M€ revenue.