Customer Service Specialist (German-Speaking) (m/w/d)

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.

We believe in working smarter, not harder. You will be encouraged to leverage AI tools to streamline routine tasks and technical troubleshooting, giving you the bandwidth to focus on what truly matters: building relationships and delivering empathetic, high-impact solutions for our users.

• Human-Centric Multichannel Support: Provide expert assistance via tickets, chats, and calls. We use AI to handle the "noise," allowing you to give your full attention to complex guest experiences and host operations.

• 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 build our internal knowledge base. You’ll help refine our AI workflows and collaborate with Tech Services to ensure our tools are always making our work—and our users' lives—better

• Are fluent in English and German (both at C1 level or higher). 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 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

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.

*Disclaimer: These are some of our current KPIs and we reserve the right to change or update them as the business and team needs evolve.

• 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

• 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.