Customer Support Specialist (m/f/d) at WhereverSIM

Location: Hamburg (Hybrid)

About the Role:
WhereverSIM is looking for a passionate Customer Support Specialist to join their team in Hamburg. In this role, you will be the primary point of contact for B2B customers, acting as an expert for complex issues and a key contributor to improving processes, communication, and ensuring long-term customer satisfaction. We value team spirit and collaboration, with an expectation of 4 days/week in the office for the first 6 weeks, transitioning to 2-3 days/week long-term to maintain connection.

Your Mission:
Our customers expect seamless functionality. When issues arise, you'll be there to provide support with empathy, intelligence, and clear communication.

Responsibilities:

• 💬 1st Level Support: Handle initial customer inquiries via email, phone, or our ticketing system.
• 🛠 2nd Level Support: Resolve more complex technical issues, collaborating with DevOps and Product teams, and documenting solutions in our internal knowledge base.
• 📊 Ensure Service Quality: Monitor SLA times, proactively update customers, and ensure no request goes unaddressed.
• 📚 Knowledge Management & Training: Maintain FAQs, develop tutorials, and share knowledge within the team.
• 📈 Process Improvement & Monitoring: Identify patterns, contribute ideas, develop templates for common issues, and help continuously improve the support process.

Typical Tickets Include:

• 1st Level: Explaining SIM status, password resets, providing invoices, issuing PIN, PUK, and ICCID lists.
• 2nd Level: Troubleshooting device connection issues, advising on technical setups, and resolving SIM network switching problems.

Qualifications:

• Experience in technical customer service or IT support.
• Knowledge of system integration and/or networking.
• Enjoy communication with both people and systems.
• Structured, solution-oriented work style.
• Fluent German (C2) and solid English (B2) language skills.
• Nice-to-have: Experience with ticketing systems (e.g., HubSpot, Pipedrive).

Benefits:

• 🧠 Growth and Development: Opportunities for professional and personal development with targeted training.
• 🔄 Agility: Work in a dynamic environment with flexible processes to implement innovative ideas quickly.
• 💻 Flexible Working: Flexible working hours to suit your productivity.
• 👂 Short Decision Paths: Open company culture with continuous exchange between teams and management.
• 🤝 Unique Culture: Emphasis on teamwork and mutual support.
• 🩵 Optimal Onboarding: Buddy system to help you integrate quickly.
• 🧘 Mental Health: Free access to professional psychological support via OpenUp.
• 🌳 Social Responsibility: 5 days of special leave per year for social engagement.
• 💪 Individual Subsidy: Monthly allowance for public transport, internet, or Urban Sports Club.

Join a company in a future-oriented industry with a history of healthy growth. We look forward to receiving your application!