Customer Support Specialist - DACH

Shiftbase; Berlin; On-site; EUR 31,248 - 44,640; Full time

Benefits offered by this job

Competitive salary

Career development

Collaborative culture

Impact across Europe

Job summary

Shiftbase is seeking a 1st Line Support Specialist in Berlin to be the first point of contact for customers, answering questions via email, chat and phone, and guiding users through the platform.

You will resolve first-line issues, escalate complex cases to the 2nd line, and collect feedback to improve the customer experience across Europe. A proactive, team‑oriented attitude and strong German communication are essential.

Qualifications

• Excellent communication skills in German, both spoken and written.
• Ability to listen well and ask follow‑up questions.
• Empathy and customer focus.
• Analytical thinking and problem‑solving skills.
• Accuracy in documentation and follow‑up.
• Familiarity with tools such as HubSpot, Jira or Atlassian is a plus.
• Ability to set good priorities and know when to escalate.
• A proactive, team‑oriented attitude.

Responsibilities

• Answer customer questions via e‑mail, chat and telephone.
• Support users in using the platform and explaining functionalities.
• Resolve first‑line technical issues.
• Escalate more complex issues to the 2nd line support team.
• Collect feedback from customers and share it with internal teams.

Skills

German language

Active listening

Empathy

Analytical thinking

Documentation

Tools

HubSpot

Jira

Atlassian

Job description

About Shiftbase

Shiftbase is a fast‑growing SaaS company that simplifies time tracking, workforce scheduling and leave management for organisations that work with rosters. Our mission is to save time for companies so they can focus on what really matters: people and growth. We operate throughout Europe, have over 8,500 clients and the number is growing. Shiftbase consists of 75+ driven professionals, with a headquarters in Zoetermeer and a soon‑opening office in Berlin. Working at Shiftbase means pace, responsibility, freedom and learning something new every day.

What are you going to do?

As a 1st Line Support Specialist you are the first point of contact for our customers. You help users with questions about our software, resolve technical issues and ensure that every customer receives quick and friendly assistance. You combine technical insight with strong communication skills, thereby contributing to an excellent customer experience.

Tasks

• Answer customer questions via e‑mail, chat and telephone.
• Support users in using the platform and explaining functionalities.
• Resolve first‑line technical issues.
• Escalate more complex issues to the 2nd line support team.
• Collect feedback from customers and share it with internal teams.

Results

• High customer satisfaction due to fast and careful follow‑up.
• Reduce recurring questions by identifying and reporting common problems.
• Accurate handover during escalations.
• Maintain a high first‑contact resolution score (≈ 75 %).
• Average response time within the agreed targets.

Requirements

• Excellent communication skills in German, both spoken and written.
• Ability to listen well and ask follow‑up questions.
• Empathy and customer focus.
• Analytical thinking and problem‑solving skills.
• Accuracy in documentation and follow‑up.
• Familiarity with tools such as HubSpot, Jira or Atlassian is a plus.
• Ability to set good priorities and know when to escalate.
• A proactive, team‑oriented attitude.

Benefits

• Financial: a gross monthly salary of €2 800 to €4 000, depending on experience.
• Development: plenty of opportunities to develop your knowledge and skills within a growing SaaS scale‑up.
• Work atmosphere: an open and engaging culture with short lines of communication, lots of collaboration and room for personal initiative.
• Impact: your support helps thousands of customers in Europe work more efficiently with Shiftbase every day.