Customer Support Representative - DACH

We are looking for a German-speaking Customer Support Representative to join our enterprise support team at our Stockholm office.

You will join a humble and fast-moving team that helps our users look like superstars when hosting interactive presentations. Inspiring our users through quality support in a scalable way has since the start of the company been a contributing factor in the success of Mentimeter.

Role responsibilities:

The primary responsibility of the Customer Support Representative is to respond to customer inquiries through chat and email. Daily responsibilities include:

• Responding to support requests and inquiries from users all over the world via chat and email to help our users look like stars on stage (c. 75% of your time, occasional video call troubleshooting)
• Gather and share insights and feedback from the DACH market users with product, sales and marketing
• Assist our Stockholm team with administrative tasks such as managing payments and invoicing
• Working on other initiatives with the support team. For example, translating help articles and other support resources to German to better support users across the globe
• Close collaboration with our DACH Sales team to identify potential inbound Sales Leads and business opportunities

We believe you have:

• Fluent in both German and English, with outstanding verbal and written skills
• Previous work experience in customer-facing roles, at least 2 years full-time
• A sound level of technical understanding of websites in order to troubleshoot with customers
• Passion for customer service and helping others
• Bonus points for
• Previous copywriting experience
• Prior experience working with enterprise customers
• Any other special interest that might be relevant (Let us know your skills!)

What resources do we have to support you:

• A support team currently consisting of twelve colleagues
• First-in-class support tools and scalable solutions such as resolution bots, saved replies and a comprehensive help center
• Robust onboarding and hands-on training
• Beautiful office with everything you need to perform your work

Information for applicants:

• To support our global user base your working hours will be on a weekly rotation ranging from 08:00 - 17:00 to 12:00 - 21:00 (same hours for a full week)
• We strongly believe in the power of together! Being at the office is very important for collaboration and mutual learning, but we also like flexibility. We have a hybrid model where you can work from home for up to 2 days a week

Please note that this role will have its base in our Stockholm office.Learn more about Our Ways of Working - Guiding Principles