Customer Support Agent (Remote, Germany)

About the role

We are looking for a proactive Customer Support Agent to join our fast‑growing, product‑driven team. Working remotely from Germany, you will be the primary point of contact for users of our visual creation platform, helping them solve issues, understand features and get the most value from the product.

Key responsibilities

• Respond promptly to user inquiries across support channels, delivering clear and friendly assistance.
• Guide users through product features, troubleshoot problems and propose effective solutions.
• Document and escalate technical bugs or product malfunctions to the appropriate internal teams.
• Maintain accurate records of interactions, reports and feedback in internal systems.
• Share user insights, feature requests and workarounds with product and engineering teams.
• Create onboarding guides, tutorial videos and written explanations to help users succeed.
• Follow up with customers to ensure issues are resolved and satisfaction is achieved.
• Monitor public reviews on app stores and review sites, responding to maintain a positive brand image.
• Contribute to the continuous improvement of support processes and knowledge bases.

Required profile

• 1‑3 years of experience in customer support, customer success or a similar user‑facing role.
• Excellent written and spoken English with the ability to explain technical concepts simply.
• Strong problem‑solving and analytical mindset.
• High degree of autonomy and ability to manage tasks in a remote environment.
• Organised, able to juggle multiple priorities and meet deadlines.
• Collaborative attitude and a customer‑first focus.

Required skills

• Experience with support tools such as Intercom (or similar platforms).

What we offer

• Competitive hourly compensation based on region and experience.
• Fully remote and flexible working environment.