📍 Job Overview

Job Title: Customer Support Specialist (m/w/d), 60%
Company: Lemonfrog AG
Location: Zürich, District Zurich, Zurich, Switzerland
Job Type: Part-Time, Hybrid (2 days in the office per week)
Category: Customer Support, IT & Software
Date Posted: 2025-07-31
Experience Level: 0-2 years
Remote Status: On-site & Hybrid

🚀 Role Summary

Second Level Support: Focus on complex and escalated customer cases, requiring analytical thinking and self-responsibility.
Quality Management & Checks: Ensure platform standards are maintained by reviewing user profiles and identifying weaknesses.
Help-Center & Saved Replies: Develop help-center content, FAQs, and precise answer templates to optimize processes and user experience.
Proactive Support & Process Improvement: Identify patterns, provide feedback, and drive after improvements, including AI-driven solutions.
Team Support & Responsibility: Assist with coordination, administrative tasks, and various projects, such as building social media support or introducing new tools.

📝 Enhancement Note: This role requires a strong focus on quality, process improvement, and team collaboration, making it an excellent fit for an organized and detail-oriented individual with a technical mindset.

💻 Primary Responsibilities

Second Level Support: Handle complex and escalated customer cases, requiring analytical thinking and self-responsibility.
Quality Management & Checks: Ensure platform standards are maintained by reviewing user profiles and identifying weaknesses.
Help-Center & Saved Replies: Develop help-center content, FAQs, and precise answer templates to optimize processes and user experience.
Proactive Support & Process Improvement: Identify patterns, provide feedback, and drive after improvements, including AI-driven solutions.
Team Support & Responsibility: Assist with coordination, administrative tasks, and various projects, such as building social media support or introducing new tools.

📝 Enhancement Note: The role requires strong problem-solving skills, attention to detail, and the ability to work independently and in a team environment.

🎓 Skills & Qualifications

Education: Relevant education or training in customer support, IT, or a related field.

Experience: 1-2 years of customer support experience, preferably in an IT-related environment.

Required Skills:

Excellent communication skills in German (fluent) and English (very good)
Strong IT affinity and willingness to learn new tools and platforms
Structured and self-organized working style, even under high workloads
Analytical thinking and problem-solving skills
Teamwork and collaboration skills, with a hands-on mentality

Preferred Skills:

French language skills (a plus)
Experience with helpdesk software and ticketing systems
Familiarity with AI-driven support solutions

📝 Enhancement Note: Candidates with experience in customer support, a strong IT affinity, and a structured working style will excel in this role. Familiarity with AI-driven support solutions is a plus, as the role involves driving after improvements.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate your ability to handle complex customer cases and provide high-quality support.
Showcase your experience with help-center content development, FAQs, and answer templates.
Highlight your process improvement initiatives and AI-driven support solutions.

Technical Documentation:

Provide examples of your problem-solving skills and attention to detail in customer support scenarios.
Demonstrate your ability to work with helpdesk software and ticketing systems.
Showcase your understanding of AI-driven support solutions and their application in customer support.

📝 Enhancement Note: As this role focuses on customer support and process improvement, your portfolio should emphasize your problem-solving skills, attention to detail, and ability to work with various tools and technologies.

💵 Compensation & Benefits

Salary Range: CHF 65,000 - 78,000 per year (60% position)

Benefits:

Stability and growth in a market-leading company with a strong presence in Switzerland and other European countries.
A dynamic and international team with flat hierarchies and collaboration on eye level.
The opportunity to take on responsibility, learn, and grow in a results-oriented team environment.

Working Hours: 24 hours per week, with a flexible schedule that includes daily active participation in the daily stand-up and 1-2 days in the office per week.

📝 Enhancement Note: The salary range is based on the provided information and the average salary for customer support roles in the IT industry in Switzerland. Benefits include a stable work environment, growth opportunities, and a dynamic team.

🎯 Team & Company Context

🏢 Company Culture

Industry: Lemonfrog AG is a market leader in Switzerland for platforms in the areas of childcare, pet care, tutoring, and cleaning, as well as successful marketplaces in Germany, Austria, and Spain.

Company Size: Lemonfrog AG is a medium-sized company with a stable and growing presence in multiple European countries.

Founded: Lemonfrog AG was founded in 2007 and has since grown to operate 17 platforms in four countries.

Team Structure:

The customer support team is responsible for handling customer inquiries and ensuring high-quality service.
The team works closely with other departments, such as product development and marketing, to improve processes and user experience.
The team is organized around specific platforms and services, with each team member having a deep understanding of their assigned areas.

Development Methodology:

Lemonfrog AG uses Agile methodologies to develop and improve its platforms and services.
The customer support team works closely with the product development team to ensure that user feedback is incorporated into the development process.
The team uses helpdesk software and ticketing systems to manage customer inquiries and track progress.

Company Website: Lemonfrog AG

📝 Enhancement Note: Lemonfrog AG's customer support team plays a crucial role in ensuring high-quality service and user satisfaction. The team works closely with other departments to improve processes and user experience, making it an excellent fit for an organized and detail-oriented individual with a technical mindset.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry to mid-level position in the customer support field, focusing on second-level support, quality management, and process improvement.

Reporting Structure: The customer support team reports to the team lead, who is responsible for managing day-to-day operations and ensuring high-quality service. The team works closely with other departments, such as product development and marketing, to improve processes and user experience.

Technical Impact: The customer support team has a significant impact on user experience and satisfaction. By handling complex customer cases, improving service processes, and driving after improvements, the team helps ensure that Lemonfrog AG's platforms and services meet the highest standards.

Growth Opportunities:

Career Progression: With experience and strong performance, there may be opportunities to take on more responsibility within the customer support team or move into other areas of the business, such as product development or management.
Technical Skill Development: The role offers the opportunity to develop skills in customer support, process improvement, and AI-driven support solutions.
Leadership Potential: As the team grows and evolves, there may be opportunities to take on leadership roles within the customer support team or other departments.

📝 Enhancement Note: This role offers the opportunity to grow within the customer support team or explore other areas of the business, such as product development or management. The role also provides the chance to develop skills in customer support, process improvement, and AI-driven support solutions.

🌐 Work Environment

Office Type: Lemonfrog AG's office is a modern and dynamic workspace, designed to foster collaboration and creativity.

Office Location(s): The company's headquarters are located in Zürich, Switzerland, with additional offices in other European countries.

Workspace Context:

The customer support team works in an open-plan office, with dedicated spaces for meetings and quiet work.
The team uses various tools and technologies to manage customer inquiries and track progress, such as helpdesk software and ticketing systems.
The team works closely with other departments, such as product development and marketing, to improve processes and user experience.

Work Schedule: The role is a part-time position, with a flexible schedule that includes daily active participation in the daily stand-up and 1-2 days in the office per week. The working hours are 24 hours per week.

📝 Enhancement Note: Lemonfrog AG's office is a modern and dynamic workspace, designed to foster collaboration and creativity. The customer support team works in an open-plan office, with dedicated spaces for meetings and quiet work. The team uses various tools and technologies to manage customer inquiries and track progress, such as helpdesk software and ticketing systems.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief call or video chat to discuss your application and qualifications.
On-site Interview: A visit to Lemonfrog AG's headquarters in Zürich, where you will meet the team and discuss your fit for the role.
Technical Assessment: A hands-on exercise or case study to evaluate your problem-solving skills and customer support experience.
Final Decision: A decision on your application will be made, and you will be notified accordingly.

Portfolio Review Tips:

Highlight your experience with complex customer cases and your ability to provide high-quality support.
Showcase your experience with help-center content development, FAQs, and answer templates.
Demonstrate your process improvement initiatives and AI-driven support solutions.

Technical Challenge Preparation:

Brush up on your problem-solving skills and customer support experience.
Familiarize yourself with helpdesk software and ticketing systems.
Research Lemonfrog AG and its platforms to demonstrate your understanding of the company and its services.

ATS Keywords: Customer Support, IT Affinity, Process Improvement, AI-driven Support, Problem Solving, Teamwork, Communication, Quality Management, Helpdesk Software, Ticketing Systems

📝 Enhancement Note: The interview process for this role focuses on assessing your problem-solving skills, customer support experience, and fit for the team. The technical assessment may include a hands-on exercise or case study to evaluate your skills and experience.

🛠 Technology Stack & Web Infrastructure

Helpdesk Software & Ticketing Systems:

Lemonfrog AG uses helpdesk software and ticketing systems to manage customer inquiries and track progress.
Familiarity with these tools is preferred, as they are essential for handling customer cases and improving service processes.

📝 Enhancement Note: As this role focuses on customer support and process improvement, familiarity with helpdesk software and ticketing systems is preferred. These tools are essential for handling customer cases and improving service processes.

👥 Team Culture & Values

Customer Support Values:

Quality: Lemonfrog AG is committed to providing high-quality service and ensuring user satisfaction.
Process Improvement: The company continually seeks to improve its processes and user experience.
Teamwork: Lemonfrog AG values collaboration and fosters a team-oriented culture.
Customer Focus: The company prioritizes customer needs and strives to exceed expectations.

Collaboration Style:

Cross-functional Collaboration: The customer support team works closely with other departments, such as product development and marketing, to improve processes and user experience.
Knowledge Sharing: Lemonfrog AG encourages team members to share their knowledge and expertise with one another.
Continuous Learning: The company provides opportunities for team members to learn and grow professionally.

📝 Enhancement Note: Lemonfrog AG's customer support team is committed to providing high-quality service and continually improving processes and user experience. The team values collaboration and fosters a team-oriented culture, with a strong focus on customer satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Customer Cases: Handling complex and escalated customer cases requires strong problem-solving skills and attention to detail.
Process Improvement: Identifying and driving after improvements in service processes can be challenging, as it requires a deep understanding of the underlying systems and user needs.
AI-driven Support: Staying up-to-date with the latest AI-driven support solutions and integrating them into Lemonfrog AG's platforms can be a continuous learning process.

Learning & Development Opportunities:

Career Progression: With experience and strong performance, there may be opportunities to take on more responsibility within the customer support team or move into other areas of the business, such as product development or management.
Technical Skill Development: The role offers the opportunity to develop skills in customer support, process improvement, and AI-driven support solutions.
Leadership Potential: As the team grows and evolves, there may be opportunities to take on leadership roles within the customer support team or other departments.

📝 Enhancement Note: This role offers the opportunity to grow within the customer support team or explore other areas of the business, such as product development or management. The role also provides the chance to develop skills in customer support, process improvement, and AI-driven support solutions.

💡 Interview Preparation

Technical Questions:

Problem-Solving Skills: Prepare for questions that assess your ability to handle complex customer cases and provide high-quality support.
Process Improvement: Be ready to discuss your experience with process improvement initiatives and AI-driven support solutions.
Helpdesk Software & Ticketing Systems: Familiarize yourself with these tools, as they are essential for handling customer cases and improving service processes.

Company & Culture Questions:

Company Knowledge: Research Lemonfrog AG and its platforms to demonstrate your understanding of the company and its services.
Team Fit: Prepare for questions that assess your fit for the customer support team and Lemonfrog AG's company culture.
Long-term Goals: Be ready to discuss your career aspirations and how this role fits into your long-term plans.

Portfolio Presentation Strategy:

Customer Support Experience: Highlight your experience with complex customer cases and your ability to provide high-quality support.
Process Improvement: Showcase your process improvement initiatives and AI-driven support solutions.
Helpdesk Software & Ticketing Systems: Demonstrate your familiarity with these tools and how you use them to manage customer cases and improve service processes.

📝 Enhancement Note: The interview process for this role focuses on assessing your problem-solving skills, customer support experience, and fit for the team. The technical assessment may include a hands-on exercise or case study to evaluate your skills and experience.

📌 Application Steps

To apply for this customer support specialist position at Lemonfrog AG:

Submit Your Application: Click the application link and complete the online application form.
Prepare Your Portfolio: Highlight your experience with complex customer cases, process improvement initiatives, and AI-driven support solutions. Include examples of your work with helpdesk software and ticketing systems.
Research Lemonfrog AG: Familiarize yourself with the company, its platforms, and its customer support team to demonstrate your understanding and enthusiasm for the role.
Prepare for the Interview: Brush up on your problem-solving skills, customer support experience, and company knowledge. Be ready to discuss your fit for the team and your long-term goals.

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

Customer Support Spezialist:in (m/w/d), 60%