(fluent German) Customer Support Consultant, remote (Future Openings, Global)

Who we are?

SupportYourApp is a global Intelligent Support-as-a-Service leader, collaborating with top-tier tech companies like Mastercard, Calm, and MacPaw since 2010. We operate in 30+ countries and from 90+ countries, and support customers in 60 languages, helping SaaS, software, and hardware brands deliver secure, world-class customer and technical support.

Right now, we’re expanding our talent bench — a pool of skilled Customer Support Consultants who want to grow with us and be the first in line when new projects open.
If you’re ready to join a multicultural, multilingual community and grow professionally while working from home, this could be your next step.

What you will do:

• Provide exceptional customer support via calls, chats, and emails;
• Resolve support inquiries of various difficulties, including “how-to” guidance and product assistance;
• Gather required technical information to ensure the resolution of complex cases;
• Ensure customers' satisfaction with any interaction;
• Maintain working knowledge of our client’s products and services;
• Securely work with customers’ sensitive information;
• Troubleshoot common issues using the knowledge base and update transaction statuses when needed;
• Provide guidance on resolving subscription-related issues;
• Escalate complex, repetitive, or merchant-related issues to L2 team;
• Ensure proper case handling and follow-up to support timely issue resolution.

What you need to succeed in this role:

• Excellent English and German communication skills (at least C1 for both spoken and written);
• Minimum of 1 year of experience in Customer Support;
• Must be tech-savvy with the ability to quickly learn and navigate new systems, tools, and platforms;
• Customer-oriented and responsible attitude.

Will be a great plus:

• Experience with Technical Support.

Benefits:

• Schedule: 5 working days, Monday to Friday, from 9am – 5pm, CET;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your development and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us!

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

Know someone perfect for the role? Refer them and get rewarded!

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.

Internal job code: 33I