At Smoobu, we are building more than just software. We empower 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.
That kind of impact doesn’t come from playing it safe; it comes from people who take ownership, act purposefully, and work together to make things happen.
About this opportunity
Our Customer Service team continues to grow and evolve, and we are always interested in connecting with talented bilingual professionals. We review all applications carefully and conduct interviews on an ongoing basis as part of our continuous hiring process.
Customer Service Specialist [German-speaking] (m/f/d)
Berlin
Full-time
Permanent employee
Life at Smoobu
How you will contribute to our success
From your first day, you will have the space to take initiative, make meaningful contributions, and help drive us forward as a team. This role plays a key part in ensuring trust, continuity, and peace of mind for our hosts. You will primarily support existing customers, handling product questions and resolving issues that impact the guest experience or host operations.
Your Key Responsibilities:
Your Key Responsibilities:
- Multichannel Support: Support customers via tickets, chats, and pre-booked calls.
- Technical Troubleshooting: Resolve product and integration issues across booking channels, calendars, automations, and messaging workflows.
- Case Prioritization: Identify and prioritize time-sensitive or high-impact cases to prevent serious consequences for hosts.
- Documentation & Collaboration: Document recurring issues to improve internal knowledge and collaborate closely with Tech Services.
You will thrive in this role if you
- Speak German and English at the C1 level. Additional European languages are a plus!
- Have experience in a customer-facing role, ideally in SaaS, travel, or hospitality
- Are comfortable troubleshooting technical topics and working with complex systems
- Stay calm, structured, and empathetic in all customer interactions
- Enjoy taking ownership and following issues through to resolution
- Are reliable and comfortable with different shifts, including Saturdays
- Are dependable, hands-on, and take initiative without needing constant direction
- Bring focus and clarity to your work while keeping solutions practical
- Feel energized by a dynamic, ever-changing environment and can prioritize effectively
How we will measure your success
Success at Smoobu is visible and celebrated— not just in metrics, but in the value you create for customers and colleagues. You'll know you're successful when you:
- Maintain a higher than 85%* CSAT by providing helpful and empathetic support.
- Comply with our <12-hour* First Response Time target to ensure our hosts aren't left waiting.
- Fulfill our Quality Assurance criteria consistently, ensuring that the technical advice and troubleshooting steps provided are accurate and follow best practices.
- Consistently deliver high-quality work aligned with team and company goals.
- Share new ideas and help turn them into results.
- Learn quickly and improve continuously.
- Proactively contribute to a supportive and open team culture, living our core values.
And because our values shape how we work and grow together, you’ll feel at home here if they resonate with you:
- Support each other with candid feedback, encouragement, and trust — success is a team sport
- Stay authentic by bringing our true selves to work and valuing each person’s unique contributions
- Be reliable, follow through on commitments, and show up for each other every day
- Embrace experimentation, welcome change, and learn quickly from new ideas
- Get things done by solving problems with focus, action, and a bias for simplicity
What you can expect
- Flexibility – We work remotely for up to 50% of the year, including up to 63 working days abroad.
- Time to Recharge – 27 vacation days, plus one extra day for each year of tenure (up to 32). Celebrate your 5th anniversary with five additional paid days off and a €500 HomeToGo booking credit.
- Mobility perks – Monthly subsidy for the Deutschland-Ticket (nationwide public transport) and tax-advantaged bike leasing via salary conversion.
- Learning & Growth – Mentorship program, Lingoda German classes, professional development opportunities, and clear pathways for growth based on your performance.
- Wellbeing & Fun – Team events, a dog-friendly office, social clubs, new joiner buddy lunches, mental health support, and a Wellhub (Gympass) contribution.
- Perks & Discounts – Enjoy corporate discounts and exclusive offers through FutureBens and Corporate Benefits.
- Climate Commitment – CSRD-compliant, proud member of Leaders for Climate Action, partnering with Plan A to set and track the Group’s carbon footprint.
- Diversity – Our company language is English, and our team represents over 28 nationalities.
- 30-minute call with a recruiter
- 45-60 minute call with your future manager
- 45–60 minute technical assessment with a peer or stakeholder. This step may include a discussion of a take-home assignment, which you may be asked to prepare in advance
- 30-minute call with your future team members
- Reference check & Offer
About us
Smoobu (www.smoobu.com), a subsidiary of HomeToGo Group, 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!