Every thriving platform needs exceptional customer support. Our client, a Berlin-based music tech company, is expanding globally, and they need someone to be the heart and soul of their customer support.

This role goes beyond answering tickets, it’s about making a real difference for customers by providing solutions and creating support processes from scratch to ensure their users feel supported every step of the way.

Responsibilities:

• Create and implement an effective process to streamline customer requests.
• Troubleshoot and resolve routine issues, guiding customers through solutions and offering technical guidance. Escalate complex cases to the technical team when necessary.
• Develop clear, helpful guides, support documentation for common issues and solutions and knowledge base articles to make customers’ lives easier.
• Provide feedback on recurring issues to help improve product quality and customer satisfaction.
• Identify opportunities to improve workflows and enhance customer experience.
• Ensure communication is effective in both English and German, adapting language for technical and non-technical stakeholders.
• Deliver demo presentations, ensuring new customers feel right at home.
  

Experience and skills:

We value passion and attitude over experience, but here’s what will help you shine:

• Basic understanding of software and troubleshooting methodologies.
• Excellent communication skills, showing initiative and proactiveness.
• A customer-first approach, owning cases until solutions are implemented.
• Strong problem-solving skills and ability to explain technical concepts to non-technical users.
• Any previous experience with customer support or technical support is a plus.
• Fluent in English and solid communication skills in German to connect with diverse users.
  

Ready to take the stage? Apply now and join our team.