Advanced Customer Care Agent

• Deliver outstanding customer service, primarily via email, phone and video call
• Take full ownership of support tickets and guide them through all process stages until the best solution is found
• Investigate potential bugs and errors, escalate when necessary, and keep relevant teams continuously informed
• Perform deep troubleshooting on complex issues to identify root causes
• Act as the primary technical contact for key customers
• Proactively reach out to customers who may be affected by an issue to provide timely updates and guidance

• Experience in customer support with a strong customer-focused mindset, showing empathy and patience in every interaction
• Excellent communication skills, with the ability to engage effectively with both customers and internal stakeholders
• Strong problem-solving abilities combined with a structured, solution-oriented approach
• Foundational knowledge of web technologies (SSO, APIs, HTML/CSS) and the ability to apply this in troubleshooting scenarios
• Fluency in both German and English, written and spoken (min. Level C1)
• Familiarity with support tools such as Zendesk, Jira, Confluence, or Slack is an advantage

Familiarity with support tools such as Zendesk, Jira, Confluence, or Slack is an advantage

• Competitive Compensation - we offer attractive salary packages including LTIP (Long Term Incentive Plan)
• Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of €1560
• Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
• Wellbeing - Monthly Wellbeing Allowance €35, from fitness to mental health, hobbies to relaxation
• Support - we’re offering a company pension scheme
• Volunteers Day - you’ll get one day off per year for supporting a social project