CSS Tech/Product Agent (SaaS)

TL;DR

CSS Tech/Product Agent (SaaS): Resolving first-level product and technical customer cases while leveraging AI to optimize support workflows with an accent on identifying recurring product issues. Focus on transforming reactive ticket handling into a product-integrated customer success engine and collaborating with engineering teams to improve the user experience.

Location: Remote (Germany)

Company

An AI-powered platform helping solopreneurs and micro-businesses build and run successful online businesses through data-driven guidance.

What you will do

• Own customer inquiries end-to-end across email, chat, phone, video, social, and WhatsApp.
• Resolve product and technical issues with a focus on care, clarity, and strong follow-through.
• Utilize AI tools like ChatGPT, Claude, and Perplexity to improve workflows and reduce manual work.
• Identify repetitive ticket patterns and recommend automation, process, or product improvements.
• Collaborate with Product and Engineering teams to turn customer feedback into better products.
• Contribute to Help Center content, internal documentation, and AI-driven knowledge sharing.

Requirements

• Experience in Customer Support, Customer Success, Technical Support, or a customer-facing SaaS environment.
• Strong English communication skills.
• AI-first mindset with confidence in experimenting with new tools to improve efficiency.
• Strong product thinking and the ability to connect customer issues to broader product opportunities.
• Comfort working with Zendesk, CRM systems, bug-tracking tools, and documentation platforms.

Nice to have

• Proficiency in German or other European languages for the DACH market.
• Hands-on experience with Zendesk.
• Background in QA/testing or experience working in product-led companies.

Culture & Benefits

• Fully remote work setup with flexible hours based on results rather than time spent.
• International and diverse environment with a team from 50+ nationalities.
• Investment in growth via LinkedIn Learning, Hack Weeks, and technical eLearning platforms.
• Competitive package including annual performance reviews and a remote office setup bonus.
• Employee assistance program and free hirify.global websites for personal or professional projects.