Customer Service Specialist

Responsibilities

• Be the first point of contact for customers across Europe.
• Manage tickets in the shared Zendesk queue, owning each one from first reply to resolution.
• Read the customer’s message, determine what they need, and carry the ticket through to a resolution.
• Use resources such as the Help Center, Notion, internal Slack channels, and the product itself to find context and answers.
• Prioritize tickets by urgency and customer impact while keeping response time targets in mind.
• Investigate and reproduce bugs, separating user error, configuration issues, genuine bugs, and feature requests; handle each accordingly.
• When a genuine product bug is confirmed, reproduce it and raise it in Jira and Slack with clear steps and evidence.
• Escalate to the Technical Account Manager only when access or technical knowledge is exceeded.
• Answer first; solve the majority of tickets yourself rather than passing them on.
• When a ticket is vague, ask clarifying questions, reproduce the problem, and get to the root cause.
• Maintain a warm, informal tone that matches how the customer wrote, providing clear and structured responses.
• Use self‑directed work practices, keeping up with product changes and continuously learning.

• Fluent, professional written English and French.
• Strong written communication skills with a warm, structured tone.
• Empathy and patience under pressure; ability to calm frustrated customers.
• Quick to learn and self‑directed; comfortable working remotely and taking ownership of tickets.
• Comfortable with Zendesk, Slack, and Jira; no advanced requirements.
• Ability to work with ambiguity; proactive in investigating and finding answers.
• Some experience in a customer‑facing or support role—years of experience not required.
• German language skills are a plus.
• Hands‑on troubleshooting in SaaS applications, mobile and web.
• Experience with tools such as Big Query, Customer.io, or other data and notification platforms.
• Pattern recognition and ability to notice underlying issues behind individual tickets.
• History of contributing to a Help Center or knowledge base.
• Background in SaaS, HR Tech, or B2B software.
• Interest or experience using AI to improve daily work.

We encourage applicants at all experience levels, even if you don’t meet every requirement. We value unique perspectives and contributions. If our mission and this role resonate with you, we encourage you to apply.