Service Consultant jobs in Austria

Deed is a cutting-edge fractional property investment platform on a mission to make prime real estate accessible to everyone. By simplifying fractional ownership, we empower investors to enjoy projected monthly rental income and potential long-term capital appreciation, without traditional property hassles. Our culture champions innovation, transparency, and collaboration, bringing together passionate professionals who believe in unlocking real estate opportunities for all. If you thrive in a fast-paced, mission-driven environment and love building scalable customer success processes, we’d love to meet you.

As a Customer Success Specialist, you’ll be the trusted guide for Deed investors, supporting them from sign-up to reinvestment while building the structures that scale our success function. Beyond daily support, you’ll design and refine playbooks, ticketing workflows, and escalation processes that ensure every investor has a seamless experience.

Fluency in both Arabic and English is preferred.

• Welcome new investors and guide them through account setup, KYC, wallet funding, first investments and reinvestment.
• Educate users on best practices for managing and tracking their portfolios on Deed.

• Serve as the first point of contact via Intercom, HubSpot, email, phone, or WhatsApp.
• Troubleshoot issues (logins, transactions, funding delays) and escalate to Product or Tech when needed.

• Design and maintain the CS playbook, including ticket routing, escalation paths, and response standards.
• Implement workflows in HubSpot/Intercom to streamline case handling and investor communication.
• Develop templates, macros, and automations that improve efficiency and consistency.

• Identify recurring issues, feature requests, and pain points, sharing insights with Product and Growth.
• Relay investor stories and feedback that can shape product updates and marketing narratives.

• Monitor engagement (logins, wallet activity, portfolio growth) to spot at-risk accounts.
• Drive re-engagement strategies and strengthen long-term investor trust.

• Write and update help center articles, FAQs, and guides.
• Propose and implement process improvements to enhance onboarding and support.

• Check daily new sign-ups and guide them through onboarding and KYC.
• Respond to inbound tickets, live chat, and WhatsApp messages promptly.
• Collaborate with Marketing to deliver investor-focused campaigns (e.g. property launches).
• Track and report on CSAT, NPS, and onboarding completion rates.
• Keep help resources updated as features or policies evolve.

• Bachelor’s degree in Business, Communications, or related field (or equivalent experience).
• Proven hands-on experience with HubSpot and Intercom (or similar CRM/CS platforms), including building workflows, ticketing, and routing rules.
• Demonstrated ability to design and implement customer success playbooks, escalation processes, and support structures.
• 2–3 years in a customer success, support, or client relationship management role.
• Fluency in both Arabic and English.
• Excellent communication skills with a calm, solutions-focused approach.
• Strong multitasking ability under pressure.

• Background in real estate, finance, PropTech, FinTech, SaaS, or fractional investing platforms.
• Experience designing or optimizing CSAT/NPS and retention programs.
• Basic data analysis skills to interpret user engagement and churn risk.

• Onboarding and KYC completion rates consistently improving.
• Playbooks, ticketing, and routing systems built and functioning efficiently.
• CSAT/NPS scores consistently high with minimal escalations.
• Increased wallet funding and reinvestment activity.
• Actionable investor feedback directly shaping product and marketing.

• Mission-Driven Impact: Help democratize access to Dubai real estate and empower global investors.
• Career Growth: Build core CS processes in a scaling startup and take ownership of strategy.
• Creative Ownership: Freedom to experiment, refine, and optimize investor support.
• Collaborative Team: Partner with Growth, Product, and Marketing to drive impact across the business.