Customer Support (m/w/d) - Software Startup

We at hellomateo are building the next generation of marketing and service technology for German SMEs. Our software combines AI, automation, and user-centered design – and is growing rapidly.

In this role, you will be the interface between product and customer. You will accompany new customers during onboarding and help existing customers in training with our software to achieve the greatest added value.

Aufgaben

💬 Acceptance and processing of detailed support requests via chat, email, and phone

🔍 Initial error analysis and solution of typical application issues around our platform

🧭 Redirecting complex matters to our Tech- or Customer Success Team

📚 Maintenance of our internal knowledge database and participation in the expansion of self-service offers

🤝 Tight collaboration with product and support, structured feedback on customer needs

📈 Participation in optimizing internal support processes

Qualifikation

• First experience in (technical) customer support, ideally in the SaaS environment
• Very good German language skills (C2) and solid English language skills (at least B2)
• Fast comprehension, technical basic understanding, and enthusiasm for digital tools
• Solution-oriented mindset, patience, and a confident demeanor in stressful situations
• Team spirit and willingness to take responsibility in a growing company

Benefits

🧑‍💻 Central Office - Cool & Modern Office including office-first culture

💸 Competitive remuneration

🤠 Complete ownership from A to Z

🚴 Employee benefits like Wellhub (Urban Sports Club) or Deutschland-Ticket

👥 An ambitious, honest team with enthusiasm for genuine collaboration

Other hellomateo Benefits:

💪🏼 Deutschland Ticket or Wellhub membership

📱 JobHandy-Partner

🍳 Weekly Team breakfast

🍕 Bi-weekly Team-lunch

🍎 Juicer

🍲 Free dinner for afterhours

🍻 Beerstash

👬 Monthly team events

🏓 Ping Pong & Darts

We look forward to your application! 🙂

We know that there is no perfect fit for the role. If you bring the necessary attitude, then we will grow together into the requirements. 🚀

We look forward to your application! 🙂

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Hiring Process:

1. 15' Screening Call - Telephone call

2. 30' People Call - Video call

3. 45' Case Study - On-site at the office

4. 30' Founder Ref Call - Video call / on-site

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