Customer Support Agent
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Job Description
Customer Support Agent responsible for resolving customer inquiries while influencing product development through structured insights. Role involves data-driven improvements and efficient support processes.
Responsibilities:
- Handle customer inquiries via email and community channels efficiently and in a structured manner
- Draft clear, concise, and consistent responses with a focus on clarity and quality
- Maintain oversight and work in a structured way during peak periods (e.g., high jackpots causing significantly increased ticket volumes)
- Systematically collect, cluster, and document customer feedback so it can be used by product and development teams
- Identify recurring topics and patterns and proactively surface them
- Continuously improve existing content, responses, and knowledge structures
- Use AI-assisted tools in daily support operations and help further optimize them
- Contribute within the team to improve support processes using data and increase efficiency
Requirements:
- Minimum 3 years of experience in customer support, preferably in a digital, product- or tech-oriented environment
- Excellent written communication skills in German and good English
- Ability to explain complex technical or product-related topics in a clear, understandable way
- Experience working with data in a structured way (e.g., ticket analysis, pattern recognition)
- Confident use of digital tools and systems (e.g., helpdesk software, Notion, Slack)
- Ability to stay structured and focused even under high inquiry volume
- Interest in data-driven work and continuous optimization
- Openness to AI tools and automation in support
Benefits:
- Competitive salary and flexible, trust-based working hours
- 30 days of vacation per year
- 2 additional company holidays (Dec 24 and Dec 31)
- Generous learning and development budget
- Exciting and unusual team events
- Individual learning: one training day per month and a generous learning budget for your personal development
- Buddy program: an experienced team member supports you from day one to help you onboard
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