[Hiring] Senior Customer Service Specialist @Smoobu Careers

Role Description

As our Senior Customer Service Specialist focusing on our German-speaking host community, our largest and core market, you will safeguard host satisfaction, drive project-based improvements, and help build the future of AI-assisted support.

• Establish reliable coverage for urgent and complex technical/integration cases during solo shifts, operating within our weekend rotation and tickets-first shift system outside core hours.
• Solve complex SaaS troubleshooting issues with a logical, technical mindset while taking full ownership of cases from start to resolution.
• Champion proactive projects and workflow enhancements, such as building custom Gemini Gems, Zendesk AI chatbots, or workflow automations to improve team efficiency.
• Lead Quality Assurance initiatives and mentor junior team members through coaching, feedback, and knowledge sharing.
• Identify patterns in workload distribution and collaborate cross-functionally with Sales, Billing, Product, and Marketing to advocate for host needs.

Qualifications

• Proven experience in B2B SaaS technical support, customer service, or host relations.
• Native or full professional fluency in German (C1/C2) along with strong professional English; additional European languages are a plus.
• Strong technical curiosity and a structured, logical mindset for troubleshooting complex integrations and platform features.
• Track record of using AI tools daily (e.g., Copilot, ChatGPT, Custom Gems) and building simple automations to optimize workflows.
• High proactivity, project management capability, and a business ownership mindset without needing rigid, step-by-step instructions.
• Strong communication and coaching skills to mentor peers and lead QA feedback loops.
• Dependability and a hands-on, proactive mindset with the ability to bring focus, clarity, and practical solutions to your work without needing constant direction.

Requirements

• Maintain a CSAT score of >85% across all host interactions.
• Help achieve and maintain a team First Response Time (FRT) under 12 hours.
• Successfully build and deploy AI automations or Zendesk/Gemini tooling to streamline support workflows.
• Consistently deliver high-quality work aligned with team and company goals.
• Share new ideas, improve continuously and help turn them into results.

Benefits

• Flexibility – Work remotely for up to 50% of the year, including up to 63 working days abroad.
• Time to Recharge – 27 vacation days, plus one extra day for each year of tenure (up to 32). Celebrate your 5th anniversary with five additional paid days off and a €500 HomeToGo booking credit.
• Learning & Growth – Mentorship program, German classes, professional development opportunities, and clear pathways for growth based on your performance.
• Wellbeing & Fun – Team events, a dog-friendly office, social clubs, new joiner buddy lunches, mental health support, and a Wellhub (Gympass) contribution.
• Perks & Discounts – Enjoy corporate discounts and exclusive offers through FutureBens and Corporate Benefits.
• Sustainability Commitment – Partner with Plan A to reduce our environmental impact through measurable climate action.
• Diversity – Our company language is English, and our team represents over 28 nationalities.