Senior Customer Service Specialist – (German Speaking)

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.

From your first day, you will have the space to take initiative, make meaningful contributions, and help drive us forward as a team. As our Senior Customer Service Specialist focusing on our German-speaking host community, our largest and core market, you will safeguard host satisfaction, drive project-based improvements, and help build the future of AI-assisted support.

• Establish reliable coverage for urgent and complex technical/integration cases during solo shifts, operating within our weekend rotation and tickets-first shift system outside core hours.

• Solve complex SaaS troubleshooting issues with a logical, technical mindset while taking full ownership of cases from start to resolution.

• Champion proactive projects and workflow enhancements, such as building custom Gemini Gems, Zendesk AI chatbots, or workflow automations to improve team efficiency.

• Lead Quality Assurance initiatives and mentor junior team members through coaching, feedback, and knowledge sharing.

• Identify patterns in workload distribution and collaborate cross-functionally with Sales, Billing, Product, and Marketing to advocate for host needs.

• Bring proven experience in B2B SaaS technical support, customer service, or host relations.

• Demonstrate native or full professional fluency in German (C1/C2) along with strong professional English, additional European languages are a plus.

• Possess strong technical curiosity and a structured, logical mindset for troubleshooting complex integrations and platform features.

• Have a track record of using AI tools daily (e.g., Copilot, ChatGPT, Custom Gems) and building simple automations to optimize workflows.

• Exhibit high proactivity, project management capability, and a business ownership mindset without needing rigid, step-by-step instructions.

• Possess strong communication and coaching skills to mentor peers and lead QA feedback loops.

• Combine dependability and a hands-on, proactive mindset with the ability to bring focus, clarity, and practical solutions to your work without needing constant direction. 
  
  

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 CSAT score of >85% across all host interactions.

• Help achieve and maintain a team First Response Time (FRT) under 12 hours.

• Successfully build and deploy AI automations or Zendesk/Gemini tooling to streamline support workflows.

• Consistently deliver high-quality work aligned with team and company goals.

• Share new ideas, improve continuously and help turn them into results.

• 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.

• Learning & Growth – Mentorship program, 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.

• Sustainability Commitment – We partner with Plan A to reduce our environmental impact through measurable climate action.

• 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

Please note that this is a general recruitment process and may vary depending on the role and the seniority level of the position.

Smoobu is an Equal Opportunity Employer, committed to hiring and nurturing exceptional talent, representing various backgrounds, perspectives and skills. We are authentically candid and open-minded, fostering a safe environment for diverse opinions. Our hiring decisions are based on qualifications, merit and business needs. We do not discriminate against race, ethnic origin, gender, sexual orientation, religion, political, ideological or religious views, disability or age.

We are committed to creating and maintaining a workforce of equality and diversity at Smoobu and to provide opportunities to everyone. We therefore welcome your application even if you aren't completely confident that your experiences fit the job description criteria. We would really love to get to know you!