Customer Service Specialist (SaaS)

TL;DR

Customer Service Specialist (SaaS): Providing multichannel support and technical troubleshooting for vacation rental hosts with an accent on resolving product and integration issues. Focus on optimizing the guest experience, managing case prioritization, and improving internal knowledge documentation.

Location: Hybrid (Berlin, Germany)

Company

A fast-growing SaaS startup empowering vacation rental hosts to manage their properties efficiently.

What you will do

• Provide multichannel support to customers via tickets, chats, and pre-booked calls.
• Resolve technical product and integration issues across booking channels, calendars, and automations.
• Identify and prioritize time-sensitive or high-impact cases to protect host operations.
• Document recurring issues to improve internal knowledge and collaborate with Tech Services.
• Contribute to a supportive team culture by sharing ideas and implementing results.

Requirements

• German and English proficiency at C1 level.
• Experience in customer-facing roles, ideally within SaaS, travel, or hospitality industries.
• Ability to troubleshoot technical topics and navigate complex systems.
• Reliability and availability for different shifts, including Saturdays.
• Must be based in or able to work from the Berlin office (Hybrid).

Nice to have

• Proficiency in additional European languages.

Culture & Benefits

• Flexible hybrid model: remote work for up to 50% of the year, including up to 63 days abroad.
• Generous time off: 27 to 32 vacation days based on tenure.
• Mobility perks: Monthly Deutschland-Ticket subsidy and tax-advantaged bike leasing.
• Professional growth: Mentorship program, Lingoda German classes, and clear performance-based pathways.
• Wellbeing: Dog-friendly office, team events, mental health support, and Wellhub contribution.

Hiring process

• Initial 30-minute recruiter call.
• 45-60 minute interview with the future manager.
• 45-60 minute technical assessment with a peer, which may include a take-home assignment.
• 30-minute meeting with future team members.
• Reference check and offer.