At Famly, we are committed to giving children the best possible start in life and supporting all those involved in the indispensable work that this requires. To this end, we have been developing a holistic digital solution since 2013 that simplifies workflows and makes everyday daycare life easier.

We are looking for a Customer Support Specialist (m/f/d) to support our German-speaking customers and ensure that they receive competent and friendly help when they contact our Customer Support team at Famly with their daily questions.

Are you outgoing and a good listener? Are you motivated to help customers? And are you looking for a team where teamwork comes first? Do you want to advocate for a better environment for kids, driving the "Tech with Purpose" sector?

What you'll be doing:

• Answering support requests from German-speaking customers via chat (primary) and on the phone.

• Troubleshoot technical issues and work with your colleagues to make sure bugs, issues, and support requests are reported in a timely manner

• Provide input on existing Help Center articles and videos, and come up with ideas of how to improve our self-service material based on customer feedback and support trends

• Collaborate with our Product Managers and feed feature requests and customer feedback back to the Product team

• Make sure relevant cases are brought to the attention of the account managers in Customer Success

You’ll thrive in this role if you:

• are a native-level German speaker

• are chatty and calm on the phone, and can keep an informal tone

• are quick at coming up with new solutions and different ways of explaining your answers

• are tech savvy and comfortable learning new IT programs. Maybe you already use Slack or Intercom?

• are service-minded, patient, and truly interested in providing a great customer experience

• are a team player, proactive, and good at prioritizing work tasks

And it’d be even better if:

• have at least 1-2 years of experience with Customer Service

• Have experience in or passion for the childcare industry

• good knowledge of English

We appreciate that everyone brings something unique, so even if you don’t tick every box above, we’d still love to read your application.

You’ll love working here because:

• We’re all about hiring clever people who are good humans too. It means Famly is full of top thinkers and generous teammates waiting to help you shine.

• We like to give a lot of ownership both in terms of responsibility and freedom to try new things. We’ll get you up and running and collaborate along the way, of course.

• Top-notch work equipment (including noise cancelling headphones for those focus periods!).

• A big focus on people support with personal and career development, including monthly training sessions in a wide-variety of topics.

• A yummy daily buffet and a well stocked drinks fridge (did someone say snack corner?)

• Our private rooftop courtyard (sunny all year round, we promise…!)

• Social activities and team fun with dinners out, office BBQs, Friday bars, game nights, and more!

We're looking to fill the position as soon as possible, so get your application in today by sending us:

• Your CV

• A cover letter to tell us what you can bring to the role, and what speaks to you about Famly.

The interview process looks like:

• Interview with a People Partner

• Test

• Support case

• Interview with Director of Customer Support

• References

We are looking forward to hearing from you!

Famly is committed to creating a more diverse, equal, and inclusive workforce, building teams that represent a variety of backgrounds, perspectives and experiences. It is a fundamental policy at Famly to not discriminate on any basis or characteristics and celebrate diversity. Everyone is welcome and encouraged to apply.