Customer Support Specialist for SaaS Platform (Bilingual EN/DE)
Skills Required
Description
Supporting users on a SaaS platform requires clear communication, product understanding, and patience. We’re looking for a bilingual specialist who can assist both English and German-speaking customers.
The role will focus on handling support tickets, live chat requests, and technical inquiries while maintaining a high level of professionalism.
Our users rely on fast and accurate responses, so attention to detail and consistency are crucial. Every reply represents the brand and must reflect trust and reliability.
Although this is primarily a support position, the specialist should have enough technical awareness to communicate effectively with the development team.
Experience with SaaS environments will be helpful, particularly understanding how web applications interact with users across different systems.
The ability to explain technical concepts in simple terms will make a huge difference in customer satisfaction.
Common tasks will include helping users troubleshoot issues, guiding them through setup processes, and collecting feedback for product improvement.
Empathy and tone matter. We want every user interaction to feel helpful, friendly, and efficient, regardless of language or issue complexity.
Bilingual proficiency will be key—responses should be as natural and professional in German as they are in English.
Timeliness is another major factor. Support must be prompt, but never rushed. Qual...