CSS Tech/Product Agent
New
GermanyFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English, German
- Required Skills
- Technical supportCRMCustomer supportCustomer SuccessSaaSZendesk
Requirements
- Experience in Customer Support, Customer Success, or Technical Support in a SaaS or product-led environment.
- Strong English communication skills.
- An AI-first mindset with curiosity and confidence experimenting with AI tools.
- Strong product thinking ability to connect customer issues to broader product opportunities.
- Proactive problem-solving skills with a focus on understanding the customer's real needs.
- Experience working with tools such as Zendesk, CRM systems, or bug-tracking tools.
- Experience with documentation platforms or AI assistants.
- German language skills (highly preferred for DACH market support).
- QA or testing background is a plus.
- Experience in product-led companies is a plus.
Responsibilities
- Own customer inquiries end-to-end across email, chat, phone, video, social, and WhatsApp.
- Resolve product and technical issues with care, clarity, and strong follow-through.
- Use AI tools like ChatGPT, Claude, and Perplexity to improve workflows and reduce manual effort.
- Identify repetitive ticket patterns and recommend automation, process, or product improvements.
- Recommend features and plans to help customers grow using an honest, consultative approach.
- Collaborate with Product, Engineering, and Support teams to turn customer feedback into better products.
- Contribute to Help Center content, internal documentation, macros, and AI workflows.
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