[Hiring] Customer Support Services Fiduciary Agent @Jimdo

Role Description

This role starts with a strong foundation in day-to-day customer support. You will begin by handling regular customer inquiries to build deep knowledge of our products, customer journeys, tools, and internal workflows. This phase is essential for understanding real customer needs, common friction points, and how our systems work end to end.

As you gain confidence and context, the role evolves into a highly specialized CSS Fiduciary Agent position. You will take ownership of our most complex and sensitive customer cases, including:

• Billing
• Payments
• Contracts
• Disputes
• Exceptional commercial situations

Acting with fiduciary responsibility, you’ll make thoughtful, fair, and compliant decisions that balance the customer’s best interest with long-term company sustainability.

Your impact includes:

• Start in hands-on customer support to learn our products, customer journeys, and internal workflows.
• Take ownership of complex cases across billing, payments, contracts, refunds, and disputes.
• Own customer interactions end to end, ensuring accurate resolutions and high-quality documentation.
• Apply sound judgment in fiduciary decisions, including commercial cases.
• Identify recurring issues and share actionable insights to help prevent future customer problems.
• Proactively engage customers to guide outcomes, build trust, and support retention.
• Collaborate cross-functionally to continuously improve service quality and decision-making.
• Help shape a hybrid customer experience where human judgment and AI work together effectively.

Qualifications

• 3+ years in Customer Support, Success, or similar roles
• Proven experience with payments, billing, or financial processes
• Experience in SaaS, fintech, or high-volume environments
• Strong sense of ownership, sound judgment, and a customer-first mindset
• Comfort working in ambiguous situations and handling sensitive or regulated topics responsibly
• Experience with support and collaboration tools such as Zendesk, billing systems, Google Workspace, and Slack
• Bonus: Fluency in German or French

Benefits

• Inspiring Mission: Empower solopreneurs and small businesses to succeed and contribute to the sustainability and vibrancy of the communities they serve
• Flexibility and Trust: Fully remote work set-up with opportunities for in-person collaboration
• An International Diverse Team: A mosaic of over 248 individuals from 50+ different countries and 15+ diverse locations
• Continuous Growth and Career Development: Access to LinkedIn Learning and curated learning paths, with opportunities for meaningful impact
• Competitive Benefits Package: Annual compensation reviews, remote office set-up bonus, employee assistance program, and up to three free Jimdo websites for personal or professional projects

Company Description

Jimdo exists to unleash the power of the self-employed, helping solopreneurs and micro-businesses thrive by removing the complexity of building lasting, successful businesses. We are a profitable, remote-first company with over 220 people from 50+ nationalities working across 15+ countries. Our platform combines design, business tools, and an AI-powered core that turns real customer data into clear insights and next steps.