Customer Support Representative (f/m/d)

Join our team as a Customer Support Specialist and become a crucial part of JustDice's commitment to customer satisfaction. In this role, you will interact directly with customers, addressing their concerns, providing solutions, and ensuring a positive experience with our products. Partnering with the product management and development teams, you will also play a key role in identifying and communicating customer feedback and trends to enhance product quality and service.

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:

• InvestinYourFuture: Regularfeedbackandourdevelopmentprogramsupportyourgrowth,helpingyouexpandyourskillsetandachieveyourcareergoals.
• EasyArrivaltojustDice: FromsigningtosettlinginHamburg,we’vegotyoucovered.Needavisa?Noproblem.ReadytobuildyournewlifeandcareeratjustDiceinHamburg?Wesupporteveryambition—fromlearningGermantoarelocationbonusthathelpsyousettleinandmakeHamburgfeellikehome.
• LiveYourBestLife,atWorkandBeyond: Weworkinahybridsetupwith3coreofficedays,plusflexibleworkinghours.Enjoy30vacationdays,3weeksofremoteworkperyear,andfreeaccesstoanin-housegymwithlotsofdifferentfitnessclassesandmentalhealthsupportthroughourEmployeeAssistanceProgram(EAP).
• ThriveWhereYouWork: EnjoytheAlsterlakeviewfromourcentralofficewithtopnotchequipment,funopenspaces,andalargevarietyofsnacksanddrinks.
• JointheCommunity! Participateinregularteamandcompanyevents,includinghackathonsandsocialgatherings.Weworktogether,andwecelebratetogether,too.