Customer Support Services Tech/Product Agent

About Jimdo We exist to unleash the power of the self-employed - helping solopreneurs and micro-businesses thrive by doing what they're passionate about and removing the complexity of building lasting, successful businesses. Jimdo started in 2007 when three school friends built a website builder in a Northern German farmhouse to help everyone build a presence online. Today, we're a profitable, remote-first company with 220+ people from 50+ nationalities working across 15+ countries. We've helped build over 36 million websites to get online across the world. We're more than just a website builder. We're an AI-powered platform that helps self-employed people actually run and build successful businesses — from getting found online, winning customers and running their business with a peace of mind by knowing exactly what to do next to move forward. At the heart of Jimdo is a strong belief in personalized, data-driven guidance. Our platform combines design, business tools, and an AI-powered core that turns real customer data into clear insights and next steps helping our customers focus on what moves their business forward. Role Summary We’re looking for a CSS Tech/Product Agent to join our Customer Support Services Tech/Product Team. You’ll be part of a team evolving Jimdo’s support from reactive ticket handling into an AI-first, product-integrated customer success engine . You’ll resolve first-level product and technical cases, spot recurring customer issues, use AI to reduce repetitive work, and share insights that help Product, Engineering, and Support improve the customer experience. What You’ll Be Doing Own customer inquiries end-to-end across channels, starting with email and expanding into chat, phone, video, social, and WhatsApp. Resolve product and technical issues with care, clarity, and strong follow-through. Use AI tools like ChatGPT, Claude, Perplexity, or similar platforms to improve workflows and reduce manual work. Identify repetitive ticket patterns and recommend automation, process, or product improvements. Recommend the right features, plans, or next steps to help customers grow — with honesty, not pressure. Collaborate with Product, Engineering, and Support teams to turn customer feedback into better products and processes. Contribute to Help Center content, internal documentation, macros, AI workflows, and knowledge-sharing across the team. What You Bring Experience in Customer Support, Customer Success, Technical Support, or a customer-facing SaaS/product environment. Strong English communication skills, German is a big plus for supporting our growing DACH market An AI-first mindset: curiosity, confidence experimenting with tools, and eagerness to improve how work gets done. Strong product thinking and the ability to connect customer issues to bigger product or process opportunities. Proactive, anticipatory problem-solving — you look beyond the ticket to understand the customer’s real need. Comfort working with tools such as Zendesk, CRM systems, bug-tracking tools, documentation platforms, or AI assistants. Nice to have: German or another European language, Zendesk experience, QA/testing background, or experience in product-led companies. What we offer: Inspiring Mission: At our core, we are driven by a meaningful mission - to empower solopreneurs and small businesses to succeed and to contribute to the sustainability and vibrancy of the communities they serve. Flexibility and Trust: Our work environment thrives on flexibility and trust. We offer fully remote work set-up with opportunities for in-person collaboration. You can manage your working hours flexibly because we prioritize the results you deliver over the number of hours you put in. An International Diverse Team: Our team is a mosaic of over 220+ individuals hailing from 50+ different countries and working across 15+ diverse locations. We take pride in our openness and inclusivity, with an Employee-led DEI Council and active ERGs that ensure everyone's voices are heard. Continuous Growth and Career Development: We invest in your growth with company-wide access to LinkedIn Learning and Hack Weeks, conferences and access to technical eLearning platforms. From day one, you have the chance to contribute your ideas and create a meaningful impact. Our flat hierarchies and swift decision-making processes provide an open platform for your career progression. Continuous Growth and Career Development: We invest in your growth with company-wide access to LinkedIn Learning and curated learning paths. From day one, you have the chance to contribute your ideas and create a meaningful impact. Our flat hierarchies and swift decision-making processes provide an open platform for your career progression. Continuous Growth and Career Development: We invest in your growth with company-wide access to LinkedIn Learning and Coaching. From day one, you have the chance to contribute your ideas and create a meaningful impact. Our flat hierarchies and swift decision-making processes provide an open platform for your career progression. Competitive Benefits Package: Annual performance and compensation reviews to ensure you're rewarded fairly. A remote office set-up bonus to enhance your workspace. An employee assistance program, offering resources and counseling. Plus, a perk that keeps giving: up to three free Jimdo websites for your personal or professional projects that you get to keep forever. Jimdo is proud to be an equal opportunity employer. This means that we don’t discriminate based on race or ethnic origin, color, the language(s) you speak, where you (or your parents) are from, or whether or not you consider yourself to have a disability. Neither will your age, gender, gender identity, sexual orientation, religion, beliefs, or political opinions play a part in your application with us. Our diverse team values and celebrates the uniqueness of each individual. We embrace differences and believe that they enrich our organization, making us stronger and more innovative. Join us, and let's continue to create a workplace where everyone can thrive, regardless of background or identity. By sending your application, you declare that you have read the Jimdo Applicant Privacy Policy