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

We are looking for someone to join a rising Berlin-based startup that is fully on the move! 🚀

At hellomateo, we're building the next generation of marketing and service technology for German SMEs. Our software combines AI, automation, and user-centered design – and it's growing rapidly.🐨

In this role, you'll be the interface between product and customer. You'll be the first point of contact for our customers, providing quick help with questions or problems, and forwarding issues to the right internal contacts – always close to the customer. 🤝

Aufgaben

Your day will be shaped by daily customer contact, whether it's via phone or email - your daily tasks will revolve around our customers.

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

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

🧭 Forwarding complex issues to our Tech- or Customer Success Team

📚 Maintenance of our internal knowledge database and contribution to the expansion of self-service offerings

🤝 Closely working with product and support, providing structured feedback

📈 Participation in optimizing internal support processes

Qualifikation

The most important qualification for this role is your motivation to work with people – whether it's direct contact with customers who approach you with an issue, or close collaboration with the team that lives from daily interaction.

In addition, you ideally bring:

• First experience in (technical) customer support, preferably 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 thinking, patience, and a confident demeanor – even in stressful situations
• Outstanding teamwork spirit and willingness to take on responsibility in a growing company

Benefits

💸 Competitive remuneration and clear development plan

🚴 Employee benefits like Wellhub or Deutschland-Ticket

👬 Yearly company offsite

🍳 Weekly-team breakfast & bi-weekly lunch

🎉 Regular team events

🏓 Cool office in Berlin with Ping Pong & Darts

👥 An ambitious, nice, and honest team

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

We look forward to your application! 🙂

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Hiring Process:

1. 30' People Call - Video call

2. 45' Case Study - On-site at the office

3. 30' Founder Ref Call - Video call / on-site

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