Customer Care Agent at Staffbase

We are Staffbase, a unicorn company and the creator of the first AI-native employee experience platform. Our team of over 750 people supports more than 2,000 customers worldwide, helping them transform workplace communication through our award-winning intranet, app, and email solutions.

We are looking for a dedicated Customer Care Agent to join our team at our headquarters in Chemnitz, Germany. In this role, you will serve as a vital link between our customers and our internal development and success teams, ensuring that our clients receive top-tier support and have a seamless experience with our software.

Responsibilities

• Provide exceptional service to our customers through email, phone, and video calls.
• Manage support tickets from start to finish, ensuring every issue is resolved effectively.
• Conduct thorough troubleshooting to identify root causes of technical problems.
• Investigate potential bugs and coordinate with internal teams to keep stakeholders updated.
• Serve as the main technical point of contact for our key accounts.
• Communicate proactively with customers to provide guidance and updates regarding ongoing issues.

Must-haves

• Proven experience in a customer support role with a strong focus on empathy and patience.
• Excellent communication skills for interacting with both external clients and internal colleagues.
• A structured, solution-oriented mindset for solving complex problems.
• Foundational knowledge of web technologies, specifically SSO, APIs, and HTML/CSS.
• Full professional proficiency in both German and English, at a minimum of C1 level.
• Availability to work Monday through Friday, from 9:00 am to 6:00 pm Central Time.

Nice-to-haves

• Prior experience working with support and collaboration tools such as Zendesk, Jira, Confluence, or Slack.

Benefits

• Hybrid work model supported by a yearly flex work allowance of €1560.
• Competitive salary packages that include a Long Term Incentive Plan.
• 31 days of annual vacation, including one floating holiday.
• Pro rata fully paid Fridays off during the month of August.
• Monthly wellness allowance of €35 to support your fitness, mental health, or hobbies.
• Company pension scheme.
• One paid volunteer day per year to support a social project of your choice.