Customer Service Specialist

Join deskbird, a fast-growing startup in the HR Tech space, as a Customer Service Specialist. In this role, you will be the first point of contact for our customers across Europe, managing support tickets in Zendesk and providing quick, clear, and warm responses. You will need to be self-directed, comfortable with ambiguity, and have some experience in a customer-facing or support role. Fluency in English and French is required, and German communication skills are a plus.

• Assumer la responsabilité des tickets du support client, en les prenant en charge depuis la première réponse jusqu'à la résolution.
• Utiliser toutes les ressources disponibles pour comprendre un problème et le résoudre sans attendre d'instructions.
• Identifier et signaler les bugs réels, en effectuant le travail de reproduction et en les soumettant dans Jira et Slack.
• If you get more satisfaction from tracking something down than waiting for someone to hand it to you, you'll feel right at home here
• Empathy and patience under pressure. You can calm a frustrated customer and handle a complaint without losing your warmth
• Fluent, professional English and French. This is a written-only role, so both need to be strong on the page
• Clear, warm, well-structured writing and real care for the person on the other end of the ticket
• A willingness to learn quickly. deskbird ships often, and you keep up with product changes as they come
• A self-directed way of working. You are happy remote, you own your tickets, and you go and find answers instead of waiting for someone to hand them over
• Comfortable working with Zendesk, Slack, and Jira. None of this is complicated, but you should be at home in tools like these
• Comfort with ambiguity. A half-described ticket or a thin paper trail makes you curious, not stuck
• Some experience in a customer-facing or support role. You do not need years behind you, but you are comfortable owning customer conversations
• German communication skills, a real plus given our customer base
• Hands-on experience with troubleshooting in SaaS applications, mobile and web
• Experience with tools like BigQuery, <Customer.io>, or other data and notification platforms. You can pick these up on the job
• You answer first and only escalate what genuinely cannot be solved at your level
• You notice the pattern behind the tickets, not only the ticket in front of you
• A history of contributing to a Help Center or knowledge base
• You would rather hunt for an answer than wait for one
• Already interested/experienced in using AI to make your daily work easier
• You stay warm and steady even when a customer is frustrated, and they come away feeling looked after
• You treat a half-described ticket as a puzzle to crack, not a reason to stall
• A background in SaaS, HR Tech, or B2B software
• If our mission and this role resonate with you, we encourage you to apply, even if you don't meet every single requirement. At deskbird, we value the unique perspectives and contributions that each individual brings. We believe in the potential for growth and the impact we can achieve together. Whether you see yourself as an 80% fit or more, your passion and enthusiasm are what truly matter. Take that step - let’s uncover your potential and shape the future together