Customer Support Representative German & Eng Speaker (Full Time Remote Europe)

3+ years in a customer support or customer success role (ideally in SaaS) Previous experience supporting B2B SaaS customers Previous experience using ticketing or support request management tools (EG HubSpot, Zendesk etc.) Familiarity with agile, startup, or scale-up environments Experience working in multilingual or international teams Experience with support metrics (CSAT, NPS, first-response time, etc.) Proficiency in English and German

Monitor and manage ticketing system Triage and prioritize tickets Resolve tickets efficiently Forward complex issues to Tech Support Serve as primary point of contact for customers Provide clear and friendly communication Keep customers informed of issue status Support end-user communication for updates Work with Operations and Customer Success teams Escalate issues when necessary Contribute to team meetings Maintain basic understanding of EU/US regulations Document customer interactions accurately Maintain knowledge base content Create self-guided tours Participate in training sessions Provide feedback to product/development teams