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Customer Support Specialist

K15t GmbH

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Location:
Germany , Stuttgart

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

43000.00 - 55000.00 EUR / Year
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Job Description:

Support Customers and Help Shape the Future of Scroll Sites. In this role, you’ll be the first point of contact for customers, supporting them throughout their journey—from evaluation to day-to-day usage. You'll work in a self-organized, agile team and collaborate with colleagues in cross-functional teams to support our app users in the best possible way.

Job Responsibility:

  • Act as the first point of contact for customers using Scroll Sites, responding to incoming support tickets in line with SLAs and support standards
  • Investigate and troubleshoot issues by reproducing problems, reviewing logs or support data, and documenting bugs in Jira
  • Independently organize and conduct screen-sharing sessions with customers when deeper support is required
  • Escalate complex or urgent cases to engineering, ensuring clear and structured communication
  • Contribute to and improve user-facing documentation based on recurring support cases and customer feedback
  • Capture customer requirements and feature requests clearly in Confluence, bringing the customer perspective into the team
  • Stay up to date with new product releases and features to provide accurate and confident support

Requirements:

  • At least 2-3 years of experience in a customer support or customer success role, ideally in a SaaS environment, with the ability to work independently and take ownership
  • A strong service orientation — helping others at work genuinely makes you happy
  • Excellent communication skills in English and confidence interacting with customers via email, screen-sharing, and live conversations
  • A structured and reliable way of working, with strong attention to detail and a sense of responsibility

Nice to have:

  • A basic understanding of web development and cloud technologies
  • Strong familiarity with the Atlassian ecosystem, especially Confluence
  • Confidence in speaking and writing German
What we offer:
  • Flexible working hours
  • Remote-friendly work
  • A tailored onboarding with a buddy
  • An international work environment where transparency, ownership, and collaboration matter

Additional Information:

Job Posted:
January 10, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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