Customer Support Representative (f/m/d)

What you will do:

• Provide high-quality customer support through channels such as email and store reviews.
• Understand and resolve customer issues, escalating complex problems to relevant teams when necessary.
• Develop a deep understanding of our products to effectively assist customers.
• Collect and analyze customer feedback, and report insights to the product management and development teams.
• Work collaboratively with cross-functional teams to enhance customer satisfaction and product quality.
• Contribute to the development and maintenance of customer support materials, such as FAQs and help guides.
• Maintain up-to-date knowledge of Customer Support policies, procedures, and products.
• Proactively contribute to improve team workflow, processes, tools etc.
• Proactively contribute ideas to improve business performance that have measurable impact.
• Participate in internal initiatives and side projects aimed at improving customer and company value.

Who you are:

• 2-3 years of experience in customer support or a related field.
• Experience in the ad tech or loyalty apps industry is a plus.
• Excellent communication and interpersonal skills, with an emphasis on empathy, patience and stress-resistance.
• Strong knowledge of customer service principles and practices.
• Proven ability to handle complex customer issues and lead personal initiatives.
• Strong technical proficiency and the ability to learn quickly.
• Strong problem-solving skills and attention to detail.
• Ability to work in a fast-paced, team-oriented environment.
• Experience with customer support tools and CRM systems (Zendesk, Intercom, Confluence, custom CRM systems). Experience with Jira and Kibana is a plus.
• Fluent in English; proficiency in additional languages is a plus.

Why you will love working here:

• Invest in Your Future: Regular feedback and our development program support your growth, helping you expand your skill set and achieve your career goals.
• Easy Arrival to justDice: From signing to settling in Hamburg, we’ve got you covered. Need a visa? No problem. Ready to build your new life and career at justDice in Hamburg? We support every ambition—from learning German to a relocation bonus that helps you settle in and make Hamburg feel like home.
• Live Your Best Life, at Work and Beyond: We work in a hybrid setup with 3 core office days, plus flexible working hours. Enjoy 30 vacation days, 3 weeks of remote work per year, and free access to an in-house gym with lots of different fitness classes and mental health support through our Employee Assistance Program (EAP).
• Thrive Where You Work: Enjoy the Alster lake view from our central office with top notch equipment, fun open spaces, and a large variety of snacks and drinks.
• Join the Community! Participate in regular team and company events, including hackathons and social gatherings. We work together, and we celebrate together, too.