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About the Role

Smoobu empowers everyday people to become successful entrepreneurs by helping them manage their vacation rentals simply and efficiently. This role plays a key part in ensuring trust, continuity, and peace of mind for our hosts by primarily supporting existing customers, handling product questions and resolving issues that impact the guest experience or host operations. You will be encouraged to leverage AI tools to streamline routine tasks and technical troubleshooting.

Responsibilities

Provide expert assistance via tickets, chats, and calls, leveraging AI for routine tasks.
Resolve product and integration issues across booking channels, calendars, automations, and messaging workflows.
Identify and prioritize time-sensitive or high-impact cases to prevent serious consequences for hosts.
Document recurring issues to build our internal knowledge base.
Help refine AI workflows and collaborate with Tech Services to improve tools.

Requirements

Fluent in English and German (C1 level or higher).
Experience in a customer-facing role, ideally in SaaS, travel, or hospitality.
Comfortable troubleshooting technical topics and working with complex systems.
Ability to stay calm, structured, and empathetic in all customer interactions.
Enjoy taking ownership and following issues through to resolution.
Reliable and comfortable with different shifts, including Saturdays.
Dependable, hands-on, and able to take initiative without constant direction.
Ability to bring focus and clarity to work while keeping solutions practical.
Ability to thrive in a dynamic, ever-changing environment and prioritize effectively.

Skills

Customer Support
Technical Troubleshooting
AI Tools
Documentation
Collaboration

Location

Remote

Work Type

Remote
Full-time

Experience Level

Customer-facing role experience
SaaS experience
Travel industry experience
Hospitality experience

Benefits

Remote work up to 50% of the year, including up to 63 working days abroad.
27 vacation days, plus one extra day for each year of tenure (up to 32).
Five additional paid days off and a €500 HomeToGo booking credit for 5th anniversary.
Monthly subsidy for the Deutschland-Ticket.
Tax-advantaged bike leasing.
Mentorship program.
Lingoda German classes.
Professional development opportunities.
Clear pathways for growth.
Team events.
Dog-friendly office.
Social clubs.
New joiner buddy lunches.
Mental health support.
Wellhub (Gympass) contribution.
Corporate discounts and exclusive offers through FutureBens and Corporate Benefits.

About the Company

Smoobu is a fast-growing startup in the vacation rental industry and a subsidiary of HomeToGo Group.
Smoobu's SaaS solution empowers private hosts to manage over 100,000 properties across more than 110 countries.
Smoobu runs as an independent enterprise within the HomeToGo Group, maintaining its startup spirit and growth potential.
The company's priority is to assist hosts in efficiently managing and growing their businesses.
Smoobu's success is attributed to its dynamic, ambitious, and international team.
The company celebrates diversity and operates in a global environment.
Smoobu is committed to transforming the vacation rental industry.

Equal Opportunity

Our company language is English, and our team represents over 28 nationalities.