Customer Support Specialist (m/w/d)

You are the first point of contact for our customers when something doesn't work — and the reason why they stay calm. As a Customer Support Specialist at Prospeum, you process incoming tickets, quickly and reliably solve problems, and ensure that nothing falls through the cracks.

Tasks

• Processing incoming support tickets — quickly, friendly, and solution-oriented
• Solving Tier-1 inquiries independently: access issues, configuration questions, instructions, known errors
• Investigating reported problems: reproducing, distinguishing between application error and bug, documenting results clearly
• Escalated bugs structured to the development team — with reproduction steps and context
• Following up on escalated tickets until resolution and proactively informing customers about the status
• Maintaining and expanding knowledge database: FAQs, troubleshooting guides, frequent solution paths
• Identifying recurring problems and bringing in improvement suggestions to reduce ticket volume
• Closely collaborating with the implementation and product team to stay up-to-date on new features and changes

Qualification

• 1-3 years of experience in customer support, technical support, or service desk — ideally in a B2B-SaaS environment
• Safe handling of web applications and a good understanding of how they work
• Distinguished troubleshooting instinct: you analyze first before escalating
• Structured communication: you can write a bug report that the development team can actually use
• Patient and professional in dealing with customers — even when it gets hectic
• Organized: you keep track of multiple open tickets
• Experience with ticket systems (Zendesk, Freshdesk, Jira Service Desk, etc.)
• Basic technical understanding: you don't need to program, but you should know what an API is, what the browser console shows, and how to read a error message
• Fluent German (mandatory) and good English

Benefits

• On-site or remote work
• Competitive salary
• Direct influence: with over 60 enterprise customers, your work directly affects customer satisfaction
• Small team, short distances: you work directly with the founders and engineering team
• Development perspective: as our KI functions continue to develop, so will the support role
• Annual training budget for training and certifications

**Why Prospeum?
**
Support at a startup is not a call center — it's the front line. You know every customer by name, understand how they use the product, and are the person who ensures that the procurement process runs smoothly for large companies.

We're building KI-based Procurement Intelligence. As the product becomes smarter, so will the support role. You won't be answering the same 10 questions forever — you'll grow with a product that fundamentally changes procurement.

Find more English-speaking jobs in Germany on Arbeitnow