Customer Service Specialist (m/f/d)

deskbird is looking for a Customer Service Specialist to be the first point of contact for our customers across Europe. We run support as a single shared queue in Zendesk. Every new ticket lands there; you pick one up, and from that moment it is yours. You read the customer, work out what they actually need, and carry the ticket through to a resolution.

There's no single person who holds all the answers — and that's intentional. Between the Help Center, Notion, internal Slack channels, and the product itself, the context you need is almost always findable. The expectation is that you go looking first: dig into the resources, reproduce the issue, and understand it before looping others in. If you get more satisfaction from tracking something down than waiting for someone to hand it to you, you'll feel right at home here.

1. Own tickets from the shared queue

• Pick up new tickets from our shared Zendesk queue and own each one from first reply to resolution.

• Reply quickly and clearly, in a warm, informal tone that matches how the customer wrote to you.

• Decide what to take on by urgency and customer impact, and keep our response time targets in mind.

2. Find your own answers

• Use everything available to you, from the Help Center and Notion to Slack and the product itself,  to understand an issue and solve it without waiting to be told how.

• Answer first. Solve the large majority of tickets yourself rather than passing them on.

• When a ticket lands vague or half-described, like "I get an error when booking", ask the right questions, reproduce the problem, and get to the root cause.

3. Investigate bugs and escalate the right ones

• Separate user error, a configuration issue, a real bug, and a feature request, and handle each one accordingly.

• When you confirm a genuine product bug, do the reproduction work and raise it yourself in Jira and Slack, with clear steps and evidence.

• Bring in our Technical Account Manager only when you hit the limit of your access or technical knowledge and cannot investigate further on your own.

• Fluent, professional English and French. This is a written-only role, so both need to be strong on the page.

• Empathy and patience under pressure. You can calm a frustrated customer and handle a complaint without losing your warmth.

• Some experience in a customer-facing or support role. You do not need years behind you, but you are comfortable owning customer conversations.

• Comfortable working with Zendesk, Slack, and Jira. None of this is complicated, but you should be at home in tools like these.

• A self-directed way of working. You are happy remote, you own your tickets, and you go and find answers instead of waiting for someone to hand them over.

• Comfort with ambiguity. A half-described ticket or a thin paper trail makes you curious, not stuck.

• A willingness to learn quickly. deskbird ships often, and you keep up with product changes as they come.

• Clear, warm, well-structured writing and real care for the person on the other end of the ticket.

• German communication skills, a real plus given our customer base.

• Experience with tools like BigQuery, Customer.io, or other data and notification platforms. You can pick these up on the job.

• Hands-on experience with troubleshooting in SaaS applications, mobile and web.

• A background in SaaS, HR Tech, or B2B software.

• A history of contributing to a Help Center or knowledge base.

• Already interested/experienced in using AI to make your daily work easier.

• You would rather hunt for an answer than wait for one.

• You answer first and only escalate what genuinely cannot be solved at your level.

• You treat a half-described ticket as a puzzle to crack, not a reason to stall.

• You stay warm and steady even when a customer is frustrated, and they come away feeling looked after.

• You notice the pattern behind the tickets, not only the ticket in front of you.
  

• Competitive compensation. 

• Unlimited annual leave: Plenty of time off to recharge.

• Annual company summit: Meet the whole team at our yearly summit in inspiring locations across Europe.

• Team "Bursts": Time to collaborate with your team in person.

• Home office support: A financial contribution to set up a comfortable, productive home office.

• Learning & development: An annual budget for coaching, certifications, and conferences.