Customer Support Specialist (100% Remote)

Role overview

A fully remote Customer Support Specialist role serving as the first point of contact for German-speaking property management companies using an AI-first SaaS platform. The position suits someone who is tech-savvy, empathetic, and finds satisfaction in actually solving problems rather than just forwarding tickets.

Responsibilities

- Handle customer inquiries and support requests via email and WhatsApp reliably and with a personal touch - Troubleshoot issues in the software and guide customers to workable solutions - Document recurring issues and help expand an internal knowledge base - Join screen-sharing sessions with customers when problems need hands-on attention - Coordinate with the development team to escalate and resolve bugs or product issues - Help new customers get started and feel comfortable with the product

Requirements

- Native or fluent German — written and spoken (hard requirement) - Two or more years of experience in customer support, ideally in a SaaS, IT, or helpdesk environment - Tech-savvy and comfortable picking up new software quickly without a manual - Structured, reliable, and able to manage multiple open cases at once - Comfortable working autonomously and taking full ownership of tasks - Comfortable working under performance pressure

Nice to have

- Hands-on IT experience of any kind, including scripting, automation, self-hosted tools, Linux, web apps, or server administration

Benefits and work setup

- 100% remote work with flexible working hours - Permanent employment contract in your country of residence via an Employer of Record partner - Salary of $750 – $1500 per month before taxes, depending on experience - Focus on real work rather than long meetings - Long-term employment outlook with room for growth