Job Overview
Location
Germany
Job Type
Full-time
Category
Customer Support
Date Posted
June 4, 2026
Full Job Description
đź“‹ Description
- • Resolve first-level product and technical customer inquiries end-to-end across multiple channels including email, chat, phone, video, social media, and WhatsApp.
- • Use AI tools such as ChatGPT, Claude, Perplexity, or similar platforms to streamline workflows, reduce manual tasks, and enhance response quality.
- • Identify recurring customer issues and patterns, then recommend automation, process improvements, or product enhancements to Product, Engineering, and Support teams.
- • Provide clear, empathetic, and solution-oriented guidance to customers, recommending appropriate features, plans, or next steps with honesty and without pressure.
- • Collaborate directly with Product, Engineering, and Support teams to translate customer feedback into actionable insights that improve the overall customer experience.
- • Contribute to the creation and maintenance of Help Center content, internal documentation, knowledge bases, macros, and AI-powered workflows.
- • Act as a bridge between customers and internal teams by surfacing usability issues, feature gaps, and pain points observed during customer interactions.
- • Deliver support with a product-first mindset, connecting individual customer concerns to broader product trends and strategic opportunities.
- • Proactively anticipate customer needs beyond the immediate ticket, focusing on long-term success and satisfaction rather than just issue resolution.
- • Maintain high standards of accuracy, consistency, and tone across all customer communications while adapting to diverse customer backgrounds and technical proficiency levels.
- • Participate in knowledge-sharing sessions and team learning initiatives to continuously improve team-wide support capabilities and AI tool adoption.
- • Support the evolution of Jimdo’s customer support from reactive ticket handling to an AI-integrated, proactive customer success engine.
- • Ensure all customer interactions align with Jimdo’s mission of empowering solopreneurs and micro-businesses to thrive by removing complexity from running their businesses.
🎯 Requirements
- • Experience in Customer Support, Customer Success, Technical Support, or a customer-facing SaaS/product environment
- • Strong English communication skills
- • An AI-first mindset: curiosity, confidence experimenting with tools, and eagerness to improve how work gets done
🏖️ Benefits
- • Fully remote work setup with flexible working hours and a focus on results over hours logged
- • Remote office set-up bonus to enhance your workspace
- • Up to three free Jimdo websites for personal or professional projects that you keep forever
- • Access to LinkedIn Learning, coaching, Hack Weeks, conferences, and technical eLearning platforms
- • Annual performance and compensation reviews
- • Employee assistance program offering resources and counseling
Skills & Technologies
About Jimdo GmbH
Jimdo GmbH is a German technology company founded in 2007 that provides a website builder and online store platform. It enables small businesses, freelancers, and individuals to create websites, blogs, and e-commerce sites without coding skills. The service offers drag-and-drop editors, customizable templates, SEO tools, and hosting. Jimdo operates on freemium pricing, with paid plans adding custom domains, advanced design options, and e-commerce features. The company is headquartered in Hamburg, Germany, and serves millions of users across Europe and globally, focusing on simplicity and accessibility for non-technical users.
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