Customer Support Services Tech/Product Agent

CSS Tech/Product Agent

Company: Jimdo
Location: Remote-first (15+ countries)

About Jimdo:
Jimdo empowers solopreneurs and micro-businesses to thrive by simplifying the complexity of building successful online businesses. Founded in 2007, Jimdo is a profitable, remote-first company with over 220 employees from 50+ nationalities. We've helped build over 36 million websites, offering an AI-powered platform that combines design, business tools, and data-driven guidance to help customers grow.

Role Summary:
Join our Customer Support Services Tech/Product Team as a CSS Tech/Product Agent. You will be part of a team evolving Jimdo's support into an AI-first, product-integrated customer success engine. Your role involves resolving product and technical issues, identifying recurring customer problems, utilizing AI to reduce repetitive work, and providing insights to improve the customer experience.

What You’ll Be Doing:

• Own customer inquiries end-to-end across multiple channels (email, chat, phone, video, social, WhatsApp).
• Resolve product and technical issues with care, clarity, and strong follow-through.
• Utilize AI tools (e.g., ChatGPT, Claude, Perplexity) to improve workflows and reduce manual work.
• Identify repetitive ticket patterns and recommend automation, process, or product improvements.
• Recommend appropriate features, plans, or next steps to help customers grow.
• Collaborate with Product, Engineering, and Support teams to translate customer feedback into product and process improvements.
• Contribute to Help Center content, internal documentation, macros, and AI workflows.

What You Bring:

• Experience in Customer Support, Customer Success, Technical Support, or a customer-facing SaaS/product environment.
• Strong English communication skills; German is a significant plus.
• An AI-first mindset: curiosity, confidence experimenting with AI tools, and eagerness to improve workflows.
• Strong product thinking and the ability to connect customer issues to broader product or process opportunities.
• Proactive and anticipatory problem-solving skills.
• Comfort working with tools such as Zendesk, CRM systems, bug-tracking tools, documentation platforms, or AI assistants.
• Nice to have: German or another European language, Zendesk experience, QA/testing background, or experience in product-led companies.

What We Offer:

• Inspiring Mission: Empowering solopreneurs and small businesses to succeed.
• Flexibility and Trust: Fully remote work, flexible working hours, focus on results.
• International Diverse Team: Over 220 employees from 50+ nationalities, inclusive and open environment.
• Continuous Growth and Career Development: Access to LinkedIn Learning, Hack Weeks, conferences, technical eLearning platforms, coaching.
• Competitive Benefits Package: Annual performance and compensation reviews, remote office setup bonus, employee assistance program, three free Jimdo websites.
• Jimdo is an equal opportunity employer committed to diversity and inclusion.