Customer Support Specialist (m/w/x)

We are looking forward to having you at our Hamburg office, where our ideas and team spirit come alive. Specifically, we expect you to work from our office in Hamburg for 4 days a week during the first 6 weeks. In the long run, we look forward to your regular presence of about 2-3 days a week (more is always possible). As long as we stay connected in everyday life.

Your Mission

Our customers love it when things just work. And if they don't - then you're there. With empathy, head and clear communication.

As Customer Support Specialist at WhereverSIM, you are more than just support.

You are the first point of contact for our B2B customers, an expert in complex cases – and simultaneously a co-creator of better processes, clear communication, and long-term customer satisfaction.

Tasks

💬 1st Level Support: You are the first point of contact for inquiries via email, phone or our ticket system.

🛠 2nd Level Support: Here it gets technical. You solve complex cases, work with the DevOps and product team together and document solutions for our internal knowledge base.

📊 Service quality ensure: You pay attention to our SLA times, keep our customers proactively informed and make sure that no inquiry is lost.

📚 Knowledge management & training: You maintain FAQs, develop tutorials and share your knowledge with the team.

📈 Process improvement & monitoring: You recognize patterns, think with us, develop templates for frequent requests – and help make support a little better every day.

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Typical tickets?

1st Level: Explain SIM status, reset password, provide invoice, list of PIN, PUK and ICCID available

2nd Level: Device connects to network, consultation on technical setup, SIM jumps between network operators

Qualification

• Erfahrung im technischen Kundenservice or IT-Support
• Knowledge in system integration and/or network
• Pleasure in communication – with people and systems
• Structured, solution-oriented work style
• Fluent German (C2) and solid English knowledge (B2)
• Nice-to-have: Experience with ticket systems, e.g. Hubspot, Pipedrive etc.

Benefits

• 🧠 Growth and development: With us, you have the opportunity to further develop yourself professionally and personally. We support you through targeted training offers to unlock your full potential.
• 🔄 Agility: In our dynamic environment, flexibility is crucial. We work agile, so you can quickly respond to changes, shape processes, and implement innovative ideas directly.
• 💻 Flexible working hours: Whether you're most productive in the morning or evening - we offer flexible working hours, allowing you to structure your day as best suits you and your team.
• 👂 Short decision-making paths: In our open corporate culture, all doors are open. Whether in the office or remotely - we foster continuous exchange between teams and management.
• 🤝 Unique company culture: Together, we create more. At our company, teamwork is at the forefront – we support each other to achieve our common goals.
• 🩵 Optimal onboarding: We support you in getting started with your new role by assigning a buddy to help you settle in and set strategic impulses for your team.
• 🧘 Mental health: You will receive free access to professional psychological support through OpenUp – also for up to three family members.
• 🌳 Social responsibility: Additionally, you can use 5 days of special leave per year to engage in social activities.
• 💪 Individual allowance: You can choose whether to use the €50 monthly allowance for public transportation, internet or the Urban Sports Club.

We are looking forward to having you start your career in one of the most promising industries. At our company, we have been continuously growing and developing since its founding.

Please take the first step and apply here. We look forward to receiving your application!
‍
Yours, Jamie, Joline, and Sara. 🧡

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