About the job
Who Are We?
SupportYourApp stands as a global frontrunner in Support-as-a-Service, collaborating with renowned tech firms and industry leaders like MasterCard, Calm, and MacPaw across more than 30 countries since 2010. Our mission is to provide secure customer and technical support, operating in 60 languages across various industries. Imagine being part of the world’s leading SaaS, software, or hardware solutions!
Join our diverse community as a Customer Support Consultant and thrive in a multicultural, multilingual atmosphere while working from the comfort of your home. Unlock your potential by mastering new skills and achieving ambitious goals through our People First management philosophy. Interested? Let’s explore what it takes.
Key Responsibilities:
- Manage incoming customer inquiries (approximately 18–20 tickets) during your scheduled evening shifts (COT).
- Provide on-call support through calls and chats as they arrive.
- Accurately document customer cases and escalate complex issues to the internal L2 Support Team when necessary.
- Adhere to internal procedures and standard operating protocols.
- Work collaboratively with internal teams to ensure swift issue resolution.
- Troubleshoot hardware-related issues for customers using outdoor camera equipment.
- Safeguard sensitive customer data with utmost care and confidentiality.
- Implement effective customer satisfaction practices.
- Possess a thorough understanding of client solutions and meet established KPIs.
- Communicate effectively with developers and other cross-functional specialists.
Qualifications for Success:
- Fluency in both German and English (C1 level or higher), both written and spoken.
- A minimum of 6 to 12 months of experience in customer support.
- Availability to work consistent night shifts (CET).
- Comfortable with a per-ticket compensation model.
- Strong analytical and research abilities.
- A positive, proactive, and responsible demeanor.
- A personal computer with at least 8GB of RAM and a reliable internet connection (minimum 50 Mbps download and 40 Mbps upload).
Benefits and Perks:
- Fixed work schedule.
- Flexibility to combine this role with other activities or positions.
- Complete remote work opportunity.
- Inclusive international work environment.
- Compensation in USD per ticket.
- Referral rewards for bringing in friends.
- Balanced workload with personal time, alongside an internal health policy.
- Engaged leadership focused on your growth and long-term partnership.
- Supportive conditions for self-development.
- A culture built on trust, with no time-tracking requirements.

