Customer Support Services Tech/Product Agent

About Jimdo

We exist to unleash the power of the self-employed - helping solopreneurs and micro-businesses thrive by doing what they're passionate about and removing the complexity of building lasting, successful businesses.

Jimdo started in 2007 when three school friends built a website builder in a Northern German farmhouse to help everyone build a presence online. Today, we're a profitable, remote-first company with 220+ people from 50+ nationalities working across 15+ countries. We've helped build over 36 million websites to get online across the world.

We're more than just a website builder. We're an AI-powered platform that helps self-employed people actually run and build successful businesses — from getting found online, winning customers and running their business with a peace of mind by knowing exactly what to do next to move forward.

At the heart of Jimdo is a strong belief in personalized, data-driven guidance. Our platform combines design, business tools, and an AI-powered core that turns real customer data into clear insights and next steps helping our customers focus on what moves their business forward.

Role Summary

Our Customer Support Services department is split into two specialist teams: Fiduciary Support and Tech/Product Support. In this role, you'll join the Tech/Product team, as first-line support, helping customers solve product and technical challenges while playing an active role in improving how support works.

No two days are the same. One moment you might be helping a customer understand why their contact form isn't sending emails or investigating why their online store checkout has stopped working. The next, you could be explaining how to build a multilingual website, guiding someone through SEO best practices, or collaborating with Product and Engineering to investigate a recurring issue affecting multiple customers.

Some conversations require technical troubleshooting, others require empathy, commercial awareness, or the ability to uncover the real need behind a customer's question. You'll support customers through frustrating moments, identify patterns across tickets, and use AI tools to automate repetitive work and improve the overall customer experience.

This is primarily a first line customer-facing support role, but it's also an opportunity to influence the product. Your insights will help shape better features, smarter workflows, and a more seamless experience for millions of users.

What You’ll Be Doing

• Own customer inquiries end-to-end across multiple channels, starting with email and expanding into chat, phone, video, social media, and WhatsApp.
• Resolve product and technical questions with care, clarity, and strong follow-through, helping customers get the most out of Jimdo.
• Troubleshoot issues related to website functionality, domains, online stores, contact forms, multilingual websites, SEO, account setup, and other product features.
• Ask the right questions to diagnose problems, distinguish between user error and genuine bugs, and escalate issues when appropriate.
• Recommend the right features, plans, or next steps to help customers succeed – always with honesty and the customer's best interests in mind.
• Use AI tools such as ChatGPT, Claude, Perplexity, or similar platforms to automate repetitive work, improve workflows, and increase efficiency.
• Identify recurring customer issues and recommend automation, process improvements, or product enhancements that reduce friction for both customers and the support team.
• Work closely with Product, Engineering, and Support teams to share customer insights and help shape future product improvements.
• Contribute to Help Center articles, internal documentation, macros, AI workflows, and knowledge-sharing initiatives across the team.

What You Bring

MUST HAVE

• Experience in Customer Support, Customer Success, Technical Support, or another customer-facing role within a SaaS or technology environment.
• Fluent German and English (written and spoken) – you'll be supporting our growing DACH customer base, so both languages are essential for this role.
• Excellent communication skills and the ability to explain technical concepts in a clear, empathetic, and customer-friendly way.
• Strong troubleshooting and problem-solving skills, with the curiosity to understand the root cause rather than simply resolving the immediate issue.
• A proactive mindset – you naturally look beyond the ticket to identify opportunities to improve the customer experience or internal processes.
• Curiosity about AI and enthusiasm for experimenting with tools that help improve the way you work and automate repetitive tasks.

NICE TO HAVE

• Experience with Zendesk or similar customer support platforms.
• Experience using CRM systems, bug-tracking tools, documentation platforms, or AI assistants.
• QA or software testing experience.
• Experience working in a product-led company.
• Knowledge of another European language.

Why Join Jimdo

At Jimdo, Customer Support isn't just about answering tickets – it's about understanding our customers, improving our products, and shaping the future of how support works.

You'll work at the intersection of customer experience, AI, and product development, collaborating closely with cross-functional teams while having the autonomy to improve processes, experiment with new tools, and make a measurable impact.

If you're excited by solving complex customer problems, embracing AI, and helping build a smarter, more proactive support function, we'd love to hear from you.

What we offer

Inspiring Mission: At our core, we are driven by a meaningful mission - to empower solopreneurs and small businesses to succeed and to contribute to the sustainability and vibrancy of the communities they serve.

Flexibility and Trust: Our work environment thrives on flexibility and trust. We offer fully remote work set-up with opportunities for in-person collaboration. You can manage your working hours flexibly because we prioritize the results you deliver over the number of hours you put in.

An International Diverse Team: Our team is a mosaic of over 220+ individuals hailing from 50+ different countries and working across 15+ diverse locations. We take pride in our openness and inclusivity, with an Employee-led DEI Council and active ERGs that ensure everyone's voices are heard.

Continuous Growth and Career Development: We invest in your growth with company-wide access to LinkedIn Learning and Hack Weeks, conferences and access to technical eLearning platforms. From day one, you have the chance to contribute your ideas and create a meaningful impact. Our flat hierarchies and swift decision-making processes provide an open platform for your career progression.

Continuous Growth and Career Development: We invest in your growth with company-wide access to LinkedIn Learning and curated learning paths. From day one, you have the chance to contribute your ideas and create a meaningful impact. Our flat hierarchies and swift decision-making processes provide an open platform for your career progression.

Continuous Growth and Career Development: We invest in your growth with company-wide access to LinkedIn Learning and Coaching. From day one, you have the chance to contribute your ideas and create a meaningful impact. Our flat hierarchies and swift decision-making processes provide an open platform for your career progression.

Competitive Benefits Package

• Annual performance and compensation reviews to ensure you're rewarded fairly.
• A remote office set-up bonus to enhance your workspace.
• An employee assistance program, offering resources and counseling.
• Plus, a perk that keeps giving: up to three free Jimdo websites for your personal or professional projects that you get to keep forever.

Jimdo is proud to be an equal opportunity employer. This means that we don’t discriminate based on race or ethnic origin, color, the language(s) you speak, where you (or your parents) are from, or whether or not you consider yourself to have a disability. Neither will your age, gender, gender identity, sexual orientation, religion, beliefs, or political opinions play a part in your application with us. Our diverse team values and celebrates the uniqueness of each individual. We embrace differences and believe that they enrich our organization, making us stronger and more innovative. Join us, and let's continue to create a workplace where everyone can thrive, regardless of background or identity.

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