📍 Job Overview

Job Title: Customer Support Specialist (w/m/d)
Company: ServiceHero GmbH & Co.KG
Location: Remote (Germany)
Job Type: Full-Time
Category: Customer Support & Success
Date Posted: June 21, 2025
Experience Level: Entry to Intermediate (0-2 years)
Remote Status: Remote (Germany only)

🚀 Role Summary

Serve as the primary point of contact for customers, providing exceptional support and assistance primarily via phone.
Collaborate with cross-functional teams to gather and implement customer feedback, driving continuous improvement.
Contribute to a positive and inclusive work environment, fostering a customer-centric culture.

📝 Enhancement Note: This role is ideal for individuals seeking to build a career in customer support or looking to gain experience in a dynamic, growing startup environment.

💻 Primary Responsibilities

Customer Interaction: Handle inbound customer calls, emails, and chat messages, addressing inquiries, troubleshooting issues, and providing information about services.
Customer Support: Assist customers before, during, and after service visits, ensuring a seamless and satisfactory experience.
Feedback Collection & Analysis: Gather and analyze customer feedback to identify trends, patterns, and areas for improvement.
Collaboration: Work closely with internal teams, such as sales, marketing, and operations, to ensure customer needs are met and to drive process improvements.

📝 Enhancement Note: Proactive problem-solving and a customer-centric mindset are crucial for success in this role. Strong communication skills and the ability to remain calm under pressure are essential.

🎓 Skills & Qualifications

Education: A high school diploma or equivalent is required. Relevant coursework or a degree in a related field (e.g., business, communications, or customer service) is a plus.

Experience: Previous customer support experience, preferably in a phone-based role, is beneficial but not required. Demonstrated success in a customer-facing role or a strong customer service mindset is essential.

Required Skills:

Excellent communication skills in German (verbal and written) and professional English.
Strong active listening, problem-solving, and critical thinking skills.
Empathy and the ability to connect with customers on an emotional level.
Proficient in CRM systems and Google products (a plus).

Preferred Skills:

Experience with customer support software and tools.
Knowledge of the service industry or relevant services (e.g., pest control, plumbing, or home services).
Familiarity with sales techniques and processes.

📝 Enhancement Note: Candidates with a proven track record of exceptional customer service, strong problem-solving skills, and a growth mindset will thrive in this role.

📊 Web Portfolio & Project Requirements (N/A)

This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: €24,000 - €30,000 per year (gross), depending on experience and qualifications. This estimate is based on market research for entry-level customer support roles in Germany.

Benefits:

Training, communications, and sales coaching.
Fair salary and 30 vacation days per year.
Opportunity for personal growth and career development.
Modern, pet-friendly office in Berlin Friedrichshain.
Young, dynamic startup atmosphere.
Transparent and horizontal company structure based on mutual respect.

🎯 Team & Company Context

🏢 Company Culture

Industry: Home services and digital platforms.

Company Size: Medium (51-250 employees).

Founded: 2021.

Team Structure:

Small, dedicated customer support team.
Close collaboration with cross-functional teams, such as sales, marketing, and operations.
Flat organizational structure with a strong focus on open communication and collaboration.

Development Methodology:

Agile and customer-centric approach to service improvement.
Regular team meetings and one-on-ones to discuss performance, feedback, and growth opportunities.

Company Website: ServiceHero

📝 Enhancement Note: ServiceHero fosters a customer-centric culture, with a strong emphasis on open communication, collaboration, and continuous improvement.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry to intermediate position in the customer support career path. It provides an excellent opportunity to build a strong foundation in customer service, develop essential skills, and grow within the company.

Reporting Structure: The Customer Support Specialist reports directly to the Customer Support Manager.

Technical Impact: This role has a direct impact on customer satisfaction, service quality, and company reputation. By providing exceptional support and gathering valuable customer feedback, the Customer Support Specialist contributes to the overall success of the business.

Growth Opportunities:

Progression to a Senior Customer Support Specialist or Team Lead role.
Transition to other customer-facing roles, such as Sales or Customer Success.
Career development opportunities within the broader service industry or digital platforms.

📝 Enhancement Note: ServiceHero offers a supportive work environment that encourages professional growth and development. Employees are encouraged to take on new challenges and expand their skillsets.

🌐 Work Environment

Office Type: Modern, pet-friendly office in Berlin Friedrichshain with a young, dynamic startup atmosphere.

Office Location(s): Berlin, Germany.

Workspace Context:

Collaborative workspace with open-plan offices and dedicated team spaces.
Access to modern technology and tools to support remote work.
Flexible work arrangements, including remote work options for some roles.

Work Schedule: Full-time, Monday to Friday, with flexible hours to accommodate customer needs. Occasional weekend work may be required to cover peak customer demand.

📝 Enhancement Note: ServiceHero's work environment fosters collaboration, creativity, and open communication, enabling employees to thrive in their roles and contribute to the company's success.

📄 Application & Technical Interview Process (N/A)

This role does not have a technical interview process as it is not a web development or server administration position. Instead, the application process focuses on assessing communication skills, customer service mindset, and cultural fit.

🛠 Technology Stack & Web Infrastructure (N/A)

This role does not require a specific technology stack or web infrastructure knowledge as it is not a web development or server administration position.

👥 Team Culture & Values

Customer Support Values:

Empathy: Understand and share the feelings of customers to provide personalized, caring support.
Expertise: Continuously learn and improve knowledge of services, products, and industry trends to better assist customers.
Proactivity: Anticipate customer needs and take initiative to resolve issues and improve processes.
Collaboration: Work closely with internal teams to ensure customer needs are met and to drive process improvements.

Collaboration Style:

Open and transparent communication, with regular team meetings and one-on-ones.
Cross-functional collaboration with sales, marketing, and operations teams.
A customer-centric culture that prioritizes customer needs and feedback.

📝 Enhancement Note: ServiceHero's customer support team values open communication, collaboration, and a customer-centric mindset. This fosters a positive work environment that drives customer satisfaction and business success.

⚡ Challenges & Growth Opportunities

Customer Support Challenges:

Managing high call volumes and maintaining a high level of customer satisfaction.
Handling difficult or upset customers and finding creative solutions to resolve issues.
Balancing customer needs with business objectives and processes.

Learning & Development Opportunities:

On-the-job training and coaching to develop customer support skills and knowledge.
Opportunities to attend industry conferences, workshops, and webinars.
Career development opportunities within the customer support team or broader service industry.

💡 Interview Preparation

Interview Process:

Phone or video screening to assess communication skills and customer service mindset.
In-depth behavioral interview to discuss customer support experiences, problem-solving skills, and cultural fit.
Role-play scenarios to evaluate active listening, empathy, and problem-solving abilities.

Company & Culture Questions:

Prepare questions about ServiceHero's customer support processes, tools, and team structure.
Research ServiceHero's company culture, values, and mission to demonstrate a strong cultural fit.
Prepare questions about career development opportunities and growth within the company.

📝 Enhancement Note: Prepare for the interview by practicing active listening, empathy, and problem-solving skills. Research ServiceHero's company culture and customer support processes to demonstrate a strong cultural fit and understanding of the role.

📌 Application Steps

To apply for this Customer Support Specialist position:

Submit your application through the provided link.
Prepare for the phone or video screening by practicing active listening, empathy, and problem-solving skills.
Research ServiceHero's company culture, values, and customer support processes to demonstrate a strong cultural fit.
Prepare thoughtful questions about the role, team, and company to ask during the interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles.
Include customer support methodologies, communication strategies, and problem-solving techniques.
Emphasize customer service mindset, active listening, and empathy.
Address customer support team dynamics, cross-functional collaboration with sales, marketing, and operations teams.
Focus on customer support career progression, skill development, and continuous learning.

Quality Standards:

Ensure no content overlap between sections; each section must contain unique information.
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

Include specific customer support tools, software, and technologies relevant to the role.
Address customer support career progression paths and technical leadership opportunities in customer support teams.
Provide tactical advice for customer support interviews, role-play scenarios, and problem-solving exercises.
Include customer support-specific interview preparation and communication skills guidance.
Emphasize active listening, empathy, and problem-solving principles in customer support interactions.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support professionals.
Provide actionable insights that give customer support candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and customer impact measurement.

Customer Support Focus & Interview Preparation:

Emphasize customer support best practices, communication principles, and problem-solving techniques.
Include specific interview preparation strategies tailored to customer support roles.
Address customer support portfolio requirements, if applicable, and portfolio presentation strategies.
Focus on customer support-specific interview questions and communication skills assessment.
Include technical presentation skills and stakeholder communication for customer support projects.

Avoid:

Generic business jargon not relevant to customer support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-customer support terminology unless relevant to the specific role.
Marketing language unrelated to customer support, communication, or problem-solving.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals evaluating career opportunities and preparing for interviews in the customer support industry.

Customer Support Specialist (w/m/d)