Advanced Customer Care Agent

About Staffbase

We inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication with the first AI-native Employee Experience Platform. Our industry-leading and award-winning agentic AI communications channels - intranet, employee app and email solutions - create engaging experiences that connect and empower employees.

Headquartered in Chemnitz, Germany and New York City, with offices in Berlin, London, Sydney, Tokyo, Prague, and Minneapolis–St. Paul, our diverse team of 750+ employees supports 2,000+ customers—reaching over 16.4 million employees—in transforming their employee experience.
We are proud to be a Unicorn company—privately valued at over $1 billion—demonstrating strong growth, innovation, and lasting impact in our industry. Together, we're shaping the future of workplace communication.

We are growing our Customer department We are looking for a Customer Care Agent in our Chemnitz HQ. In this role, you will mainly focus on supporting our customers with all kinds of inquiries to ensure the customers' ongoing satisfaction. With your deep product knowledge, you will be in direct contact with our customers and other internal teams, primarily with Development and Customer Success Management departments.

To support our customers as best as possible, we are looking for colleagues who are open to work from 9am - 6pm Central Time, Monday to Friday.

What you'll be doing

• Deliver outstanding customer service, primarily via email, phone and video call
• Take full ownership of support tickets and guide them through all process stages until the best solution is found
• Investigate potential bugs and errors, escalate when necessary, and keep relevant teams continuously informed
• Perform deep troubleshooting on complex issues to identify root causes
• Act as the primary technical contact for key customers
• Proactively reach out to customers who may be affected by an issue to provide timely updates and guidance

What you need to be successful

• Experience in customer support with a strong customer-focused mindset, showing empathy and patience in every interaction
• Excellent communication skills, with the ability to engage effectively with both customers and internal stakeholders
• Strong problem-solving abilities combined with a structured, solution-oriented approach
• Foundational knowledge of web technologies (SSO, APIs, HTML/CSS) and the ability to apply this in troubleshooting scenarios
• Fluency in both German and English, written and spoken (min. Level C1)
• Familiarity with support tools such as Zendesk, Jira, Confluence, or Slack is an advantage

What you'll get

• Competitive Compensation - we offer attractive salary packages including LTIP (Long Term Incentive Plan)
• Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of €1560
• Growth Budget - all employees get a yearly budget for external training of €1000 and one day off for growth per year (increase to two days in 2nd year)
• Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
• Wellbeing - Monthly Wellbeing Allowance €35, from fitness to mental health, hobbies to relaxation
• Support - we're offering a company pension scheme
• Health - The offices are equipped with fruits, drinks and snacks and ergonomic workplaces
• Volunteers Day - you'll get one day off per year for supporting a social project