Jimdo - Customer Support Services Tech/Product Agent
Requirements
• Experience in Customer Support, Customer Success, Technical Support, or another customer-facing role within a SaaS or technology environment. • Fluent German and English (written and spoken) – you'll be supporting our growing DACH customer base, so both languages are essential for this role. • Excellent communication skills and the ability to explain technical concepts in a clear, empathetic, and customer-friendly way. • Strong troubleshooting and problem-solving skills, with the curiosity to understand the root cause rather than simply resolving the immediate issue. • A proactive mindset – you naturally look beyond the ticket to identify opportunities to improve the customer experience or internal processes. • Curiosity about AI and enthusiasm for experimenting with tools that help improve the way you work and automate repetitive tasks. • Experience with Zendesk or similar customer support platforms. • Experience using CRM systems, bug-tracking tools, documentation platforms, or AI assistants. • Experience working in a product-led company. • Knowledge of another European language.
Responsibilities
• Own customer inquiries end-to-end across multiple channels, starting with email and expanding into chat, phone, video, social media, and WhatsApp. • Resolve product and technical questions with care, clarity, and strong follow-through, helping customers get the most out of Jimdo. • Troubleshoot issues related to website functionality, domains, online stores, contact forms, multilingual websites, SEO, account setup, and other product features. • Ask the right questions to diagnose problems, distinguish between user error and genuine bugs, and escalate issues when appropriate. • Recommend the right features, plans, or next steps to help customers succeed – always with honesty and the customer's best interests in mind. • Use AI tools such as ChatGPT, Claude, Perplexity, or similar platforms to automate repetitive work, improve workflows, and increase efficiency. • Identify recurring customer issues and recommend automation, process improvements, or product enhancements that reduce friction for both customers and the support team. • Work closely with Product, Engineering, and Support teams to share customer insights and help shape future product improvements. • Contribute to Help Center articles, internal documentation, macros, AI workflows, and knowledge-sharing initiatives across the team.
Benefits
• At Jimdo, Customer Support isn't just about answering tickets – it's about understanding our customers, improving our products, and shaping the future of how support works. • You'll work at the intersection of customer experience, AI, and product development, collaborating closely with cross-functional teams while having the autonomy to improve processes, experiment with new tools, and make a measurable impact. • If you're excited by solving complex customer problems, embracing AI, and helping build a smarter, more proactive support function, we'd love to hear from you. • What we offer:Inspiring Mission: At our core, we are driven by a meaningful mission - to empower solopreneurs and small businesses to succeed and to contribute to the sustainability and vibrancy of the communities they serve. • Flexibility and Trust: Our work environment thrives on flexibility and trust. We offer fully remote work set-up with opportunities for in-person collaboration. You can manage your working hours flexibly because we prioritize the results you deliver over the number of hours you put in. • Flexibility and Trust: • An International Diverse Team: Our team is a mosaic of over 220+ individuals hailing from 50+ different countries and working across 15+ diverse locations. We take pride in our openness and inclusivity, with an Employee-led DEI Council and active ERGs that ensure everyone's voices are heard. • An International Diverse Team: • Continuous Growth and Career Development: We invest in your growth with company-wide access to LinkedIn Learning and Hack Weeks, conferences and access to technical eLearning platforms. From day one, you have the chance to contribute your ideas and create a meaningful impact. Our flat hierarchies and swift decision-making processes provide an open platform for your career progression. • Continuous Growth and Career Development: • Continuous Growth and Career Development: We invest in your growth with company-wide access to LinkedIn Learning and curated learning paths. From day one, you have the chance to contribute your ideas and create a meaningful impact. Our flat hierarchies and swift decision-making processes provide an open platform for your career progression. • Continuous Growth and Career Development: We invest in your growth with company-wide access to LinkedIn Learning and Coaching. From day one, you have the chance to contribute your ideas and create a meaningful impact. Our flat hierarchies and swift decision-making processes provide an open platform for your career progression. • Annual performance and compensation reviews to ensure you're rewarded fairly. • A remote office set-up bonus to enhance your workspace. • An employee assistance program, offering resources and counseling. • Plus, a perk that keeps giving: up to three free Jimdo websites for your personal or professional projects that you get to keep forever.
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