Senior Customer Service Specialist (German-speaking AI)

Location: Berlin, Germany; hybrid setup with remote work permitted for up to 50% of the year, including up to 63 working days abroad

Company

hirify.global develops vacation-rental management software used by hosts managing more than 100,000 properties in over 120 countries.

What you will do

• Provide coverage for urgent and complex technical and integration cases during solo shifts, weekend rotations, and tickets-first shifts outside core hours.
• Own complex SaaS troubleshooting cases from investigation through resolution.
• Build and deploy AI-assisted support tools, including Gemini Gems, Zendesk AI chatbots, and workflow automations.
• Lead quality assurance initiatives and mentor junior team members through coaching and knowledge sharing.
• Analyze workload patterns and collaborate with Sales, Billing, Product, and Marketing to advocate for host needs.

Requirements

• Experience in B2B SaaS technical support, customer service, or host relations.
• Native or full professional fluency in German at C1/C2 level and strong professional English.
• Technical curiosity and a structured, logical approach to troubleshooting complex integrations and platform features.
• Daily experience using AI tools such as Copilot, ChatGPT, or Custom Gems, plus experience building simple workflow automations.
• Proactivity, project management ability, ownership mindset, and strong communication and coaching skills.

Culture & Benefits

• Remote work for up to 50% of the year, including up to 63 working days abroad.
• 27 vacation days, increasing with tenure up to 32 days, plus additional anniversary leave.
• Mentorship, German classes, professional development opportunities, and performance-based growth paths.
• Team events, a dog-friendly office, social clubs, buddy lunches, mental health support, and a Wellhub contribution.
• Corporate discounts, sustainability initiatives, and an English-speaking team representing more than 28 nationalities.

Hiring process

• Recruiter call followed by an interview with the future manager.
• Technical assessment with a peer or stakeholder, potentially including a take-home assignment.
• Interview with future team members, reference check, and offer.