Customer Support Tech/Product Agent

About the role

Jimdo is looking for a Customer Support Services Tech/Product Agent to join its Support Tech/Product team. You will help evolve the support function from reactive ticket handling to an AI‑first, product‑integrated customer success engine, assisting solopreneurs and micro‑businesses worldwide.

Key responsibilities

• Own customer inquiries end‑to‑end across channels, starting with email and expanding to chat, phone, video, social media, and WhatsApp.
• Resolve product and technical issues with clarity, care, and thorough follow‑through.
• Leverage AI tools such as ChatGPT, Claude, Perplexity, or similar platforms to streamline workflows and reduce manual effort.
• Identify repetitive ticket patterns and propose automation, process, or product improvements.
• Recommend appropriate features, plans, or next steps to help customers grow, without applying pressure.
• Collaborate with Product, Engineering, and Support teams to turn customer feedback into better products and processes.
• Contribute to Help Center content, internal documentation, macros, AI workflows, and knowledge‑sharing across the team.

Required profile

• Experience in Customer Support, Customer Success, Technical Support, or a customer‑facing SaaS/product environment.
• Strong English communication skills; German is a plus for the DACH market.
• An AI‑first mindset with curiosity and confidence in experimenting with new tools.
• Product‑thinking ability to connect customer issues to broader product or process opportunities.
• Proactive, anticipatory problem‑solving that looks beyond the ticket to the customer’s real need.
• Comfort working with tools such as Zendesk, CRM systems, and bug‑tracking platforms.

Required skills

• ChatGPT (or similar AI language model)
• Claude (AI assistant)
• Perplexity (AI search tool)
• Zendesk
• CRM systems