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Tailor your resume to this Senior Customer Service Specialist – (German Speaking) role.
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About the Role
As our Senior Customer Service Specialist focusing on our German-speaking host community, you will safeguard host satisfaction, drive project-based improvements, and help build the future of AI-assisted support.
Responsibilities
- Establish reliable coverage for urgent and complex technical/integration cases during solo shifts, operating within our weekend rotation and tickets-first shift system outside core hours.
- Solve complex SaaS troubleshooting issues with a logical, technical mindset while taking full ownership of cases from start to resolution.
- Champion proactive projects and workflow enhancements, such as building custom Gemini Gems, Zendesk AI chatbots, or workflow automations to improve team efficiency.
- Lead Quality Assurance initiatives and mentor junior team members through coaching, feedback, and knowledge sharing.
- Identify patterns in workload distribution and collaborate cross-functionally with Sales, Billing, Product, and Marketing to advocate for host needs.
Requirements
- Proven experience in B2B SaaS technical support, customer service, or host relations.
- Native or full professional fluency in German (C1/C2) along with strong professional English.
- Strong technical curiosity and a structured, logical mindset for troubleshooting complex integrations and platform features.
- Track record of using AI tools daily (e.g., Copilot, ChatGPT, Custom Gems) and building simple automations to optimize workflows.
- High proactivity, project management capability, and a business ownership mindset without needing rigid, step-by-step instructions.
- Strong communication and coaching skills to mentor peers and lead QA feedback loops.
- Dependability and a hands-on, proactive mindset with the ability to bring focus, clarity, and practical solutions to your work without needing constant direction.
Skills
- AI tools (e.g., Copilot, ChatGPT, Custom Gems)
- Building simple automations
- Project management
- Communication
- Coaching
- Quality Assurance
Location
- Remote
Work Type
- Remote
- Full-time
Experience Level
- Senior
Benefits
- 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.
- Mentorship program
- German classes
- Professional development opportunities
- Clear pathways for growth based on performance
- 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
- Partnership with Plan A for measurable climate action
About the Company
- Smoobu empowers everyday people to become successful entrepreneurs by helping them manage their vacation rentals simply and efficiently.
- Our platform supports over 100,000 properties in 120+ countries, enabling hosts to grow their businesses confidently and efficiently.
- Smoobu is a fast-growing startup in the vacation rental industry.
- Smoobu’s SaaS solution currently empowers private hosts to manage over 100,000 properties across more than 110 countries.
- Smoobu runs as an independent enterprise within the HomeToGo Group, ensuring its startup spirit and growth potential remain at the forefront.
- Our top priority is to assist hosts in efficiently managing and growing their businesses simultaneously.
- Smoobu’s success is attributed to our dynamic, ambitious, and international team, dedicated to exceeding our customers’ expectations through expert advice and action.
- We celebrate diversity and operate in a truly global environment, embracing the challenges and opportunities that come with it.
- Join us on this exciting journey to transform the vacation rental industry!
Equal Opportunity
- Smoobu is an Equal Opportunity Employer, committed to hiring and nurturing exceptional talent, representing various backgrounds, perspectives and skills.
- We are authentically candid and open-minded, fostering a safe environment for diverse opinions.
- Our hiring decisions are based on qualifications, merit and business needs.
- We do not discriminate against race, ethnic origin, gender, sexual orientation, religion, political, ideological or religious views, disability or age.
- We are committed to creating and maintaining a workforce of equality and diversity at Smoobu and to provide opportunities to everyone.
- We therefore welcome your application even if you aren't completely confident that your experiences fit the job description criteria.
- We would really love to get to know you!