Customer Support Specialist

Job Overview

This part-time role (with option for full-time) involves providing excellent customer service as the first point of contact for users of an AI-powered tool for online reputation management in the hotel industry. You’ll handle support requests, ensure users get the most value from the product, and contribute to a dynamic remote team.

Responsibilities

• Process and classify incoming support requests.
• Provide quick, clear, and solution-oriented responses to customer inquiries.
• Analyze and resolve issues, escalating when necessary.
• Undergo step-by-step onboarding to handle complex requests independently.
• Support the customer success team, such as with onboarding new customers.
• Identify recurring issues and contribute to tool and help center improvements.
• Ensure customers maximize the benefits of the tool.

Qualifications

• Very good German and English skills in speaking and writing (additional languages a plus).
• Strong customer and service orientation.
• Structured, reliable, and independent work style in a remote setup.
• Curiosity, willingness to learn, and enjoyment of varied tasks in a dynamic environment.
• Basic confidence in a technology-driven work environment.
• Bonus: Experience in hospitality or software/SaaS (not required).

Benefits

• Positive, appreciative, and dynamic startup environment.
• 100% remote work from wherever you feel most comfortable.
• Practical experience in customer support for a modern SaaS product.
• Varied tasks as the product continuously evolves.
• “Just do it” mentality.