Customer Service Specialist - French Speaking (SaaS)

TL;DR

Customer Service Specialist (French Speaking, SaaS): Provide human-centric multichannel support for vacation rental platform, resolving technical issues in booking channels, calendars, and automations with an accent on empathetic solutions and AI-assisted troubleshooting. Focus on prioritizing high-impact cases, documenting recurring issues, and collaborating with tech teams to refine workflows and knowledge base.

Location: Berlin (hybrid: office-based with remote up to 50% of the year, including Saturdays; Deutschland-Ticket subsidy)

Company

Fast-growing SaaS startup (HomeToGo Group subsidiary) empowering hosts to manage 100,000+ vacation rental properties in 120+ countries.

What you will do

• Deliver expert assistance via tickets, chats, and calls, leveraging AI for routine tasks to focus on complex guest experiences and host operations.
• Troubleshoot product and integration issues across booking channels, calendars, automations, and messaging.
• Prioritize time-sensitive, high-impact cases to prevent serious consequences for hosts.
• Document recurring issues for internal knowledge base and collaborate with Tech Services to improve AI workflows and tools.
• Build relationships with users through empathetic, high-impact solutions.

Requirements

• Fluent in English and French (both C1+)
• Experience in customer-facing role, ideally SaaS, travel, or hospitality
• Comfortable with technical troubleshooting and complex systems
• Calm, structured, empathetic in interactions; take ownership to resolution
• Reliable for different shifts, including Saturdays
• Hands-on, proactive in dynamic environment

Nice to have

• Additional European languages (German preferred)

Culture & Benefits

• 27+ vacation days (extra per tenure, 5th anniversary bonus + €500 credit)
• Remote up to 50% (63 days abroad), Deutschland-Ticket subsidy, bike leasing
• Mentorship, Lingoda German classes, professional growth paths
• Team events, dog-friendly office, mental health support, Wellhub gym contribution
• Corporate discounts, climate commitment (CSRD-compliant), diverse team (28+ nationalities, English company language)

Hiring process

• 30-min recruiter call
• 45-60 min manager call
• 45-60 min technical assessment (may include take-home)
• 30-min team call
• Reference check & offer