Customer Support (m/f/d)

It all started seven years ago as an ambitious idea. Today, we are the market leader for graduation yearbooks in Germany. Every year, more than two-thirds of all German graduating classes use the nuggit app to design their graduation yearbook and graduation textiles, creating a lasting memory of their time together.

Our Mission: Through digital innovation and personal customer contact, we are the reliable partner for students in their very first major project. To achieve this, we constantly question the status quo and develop new, creative solutions.

We are a small team with a very wide reach. Our customers are students who are planning their Abitur yearbook or graduation textiles. For many, this is their first major project. In Customer Support (m/f/d), you are their first point of contact: via chat, phone, and video call, from the initial inquiry to delivery. Standard questions are answered by our chatbot and help center; you are where a human is needed. This means a lot of direct contact, fast feedback, and real responsibility.

Responsibilities

• Support: You answer inquiries from our students via chat, phone, and email. Quickly, friendly, and in a way that truly helps them move forward.

• Problem Solving: If something is stuck, such as with approvals, orders, or delivery dates, you find a solution together with our operations team and keep the graduating class informed.

• Guidance: You guide graduating classes from offer acceptance to delivery, ensuring that no project falls by the wayside.

• Video Consultations: You conduct bookable video calls where students receive intensive support for their project.

• Self-Service: You identify recurring questions and help improve the chatbot and help center.

• Feedback: You relay what is on students' minds so that we can improve our product and processes.

How We Work

• We speak the language of our customers. Our customers are 17, 18, or 19 years old. They contact us after school, during breaks, or shortly before the deadline. They need someone who explains patiently, provides reliable feedback, and honestly says when things are tight.

• Automation relieves you, it doesn't replace you. Chatbots, help centers, and onboarding videos handle standard questions, freeing up your time for the conversations that truly matter.

• Initiative is mandatory, not a bonus. You are given goals and context, and you shape the path yourself. No one drives you, but everyone relies on you.

• Hybrid, genuinely meant. Our new office is located in Mindspace at Uhlandstraße 32, directly on Kudamm and excellently connected, with all the amenities of a coworking space. You can also use all other Mindspace locations temporarily. Home office and mobile work are of course possible as long as the results are right.

Qualifications

• You have experience in customer service or support, ideally with end customers. A career change is explicitly welcome, for example from hospitality, hotels, gastronomy, retail, or youth work.

• You get along well with young people: casual in tone, reliable in substance, and patient when the same question comes up for the third time.

• You write quickly, clearly, and friendly. You are just as relaxed on the phone as you are in chat.

• You can keep an overview even with many parallel inquiries. Our season has clear peaks.

• You deliver reliably and report back before someone has to ask.

• You work confidently with digital tools such as chat, ticket, or CRM systems.

• You speak fluent German. This is a prerequisite for us, as our customers are German-speaking.

• You have a proactive attitude and enjoy working closely with other teams.

Benefits

Our Offer

• You accompany graduating classes from all over Germany on their very first major project each year

• A role with perspective: If you want, you can take on more responsibility step by step

• A small team where your work is directly visible

• Short communication channels and open ears: Ideas reach the decision-maker directly with us, without intermediaries

• 30 vacation days, company laptop, gift vouchers, as well as a Deutschland-Ticket or JobRad

There is no perfect candidate. We look forward to your application, even if you don't (yet) meet 100% of the requirements, but you have the motivation to acquire the necessary skills. We welcome applicants from diverse backgrounds, regardless of gender identity, religion, ethnicity, national origin, sexual orientation, migration history, age, or disability.

Find more English Speaking Jobs in Germany on Arbeitnow