About Staffbase
We inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication. Our award-winning communications channels - intranet, employee app and email - deliver experiences that drive engagement and inspire hearts and minds.
We’re headquartered in Chemnitz, Germany, with offices in many locations throughout the world, including New York, London, Berlin and Dresden. Our international team counts more than 750 employees from 45+ nationalities and we have a growing base of 2200+ customers that want to transform their employee experience. We are rapidly scaling, post-Series E ($115 million funding), have strong-growing revenue, and our customers love us.
We are growing our Customer department! We are looking for an additional Associate Customer Care Agent in our Chemnitz HQ. In this role, you will mainly focus on supporting our customers with all kinds of inquiries to ensure the customers’ ongoing satisfaction. With your deep product knowledge, you will be in direct contact with our customers and other internal teams, primarily with Development and Customer Success Management departments.
To support our customers as best as possible, we are looking for colleagues who are open to work from 9am - 6pm Central Time, Monday to Friday.
What you'll be doing
- Provide outstanding customer service mainly via phone, email, and in the future potentially also live-chat
- Answer general queries, after-sales requests, products, and technical inquiries
- Take ownership of the support tickets and be responsible for funneling them through all process stages until you find the perfect solution
- Investigate potential bugs and errors, escalate if necessary and inform other parts of the team continuously
- Reaching out proactively to customers who might face an issue to inform them about it
What you need to be successful
- Experience in customer support role with an ability to talk to customers via phone, email and live-chat
- Working experience in a customer-facing role and you enjoy interacting with customers on a day-to-day base
- You are able to communicate on a high level with customers and internal stakeholders, e.g. Sales, Development and Customer Success Management
- General understanding how HTML/CSS and APIs works
- Excellent communication skills in German and English
- You are a motivated team player and you have tons of passion, humour and enthusiasm who enjoys working in an international and diverse environment
- You are a tech and smartphone-savvy person who’s interested in the latest technologies (such as AI and prompting)
- Experience with a ticket system (e.g. Zendesk) and/or in the SaaS industry is a big plus
What you'll get
- Competitive Compensation - we offer attractive salary packages including a Long-Term Incentive Plan
- Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of €1560
- Growth Budget - all employees get a yearly budget for external training of €1000, and one day off for growth per year (increase to two days in 2nd year)
- Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
- Wellbeing - Monthly Wellbeing Allowance €35, from fitness to mental health, hobbies to relaxation
- Support - we’re offering a company pension scheme
- Sports & Health - join our sport courses in the offices. The offices are equipped with fruits, drinks and snacks
- Team Building - Regular team and office events including the yearly Staffbase Camp
- Volunteers Day - you’ll get one day off per year for supporting a social project
- Employee Referral Program - one of your friends is a fit to one of our full-time openings? Refer them and get a referral bonus paid