Customer Care Specialist - German speaker

PLAYTOMIC; Madrid; Hybrid; EUR 30,000 - 42,000; Full time

Benefits offered by this job

Remote work flexibility

Gympass discounts

Cobee benefits

Job summary

Playtomic is seeking a Customer Care Specialist based in Spain to support customers across Central European markets. You will handle inquiries from sports clubs using the Playtomic booking system, report bugs, and collaborate across teams to improve the customer experience.

The role focuses on proactive issue resolution, knowledge of product updates, and maintaining high customer satisfaction. Remote work flexibility and a dynamic international team are offered.

Qualifications

• Must be native or bilingual in German and English.
• Experience in customer service.
• Experience with Zendesk or similar support platforms.
• Experience working at SaaS companies or software products.
• Based in Spain; willing to work across European markets.

Responsibilities

• Respond to customer inquiries via live chat and email for sports clubs using Playtomic.
• Collaborate with product to report bugs and user feedback.
• Work with country managers and other teams to align on goals.
• Stay updated on product changes and customer service best practices.
• Ensure compliance with company policies and privacy regulations.
• Identify common issues and propose improvements to enhance Customer Experience.

Skills

German (native)

English (native)

Customer service

Zendesk

SaaS

Tools

Zendesk

Job description

We’re looking for a Customer Care Specialist based in Spain to support our users, primarily across our Central European markets.

As a Customer Care Specialist, you’ll be responsible for providing assistance and support to our customers - sports clubs using Playtomic. Your goal will be to resolve their inquiries and provide the best possible customer experience.

Check out a video from our Customer Care Director, talking about the team: https://www.youtube.com/watch?v=sWEU78qsxRw

What you’ll be doing

• Respond to customer inquiries: Engage with customers primarily through written channels such as live chat and email, addressing queries from sports clubs utilizing the Playtomic booking system.
• Resolve technical issues: Collaborate with our product team to accurately identify, report, and address bugs and user feedback, ensuring seamless functionality for all users.
• Collaborate across teams: Work closely with country managers, Customer Success managers, the marketing team and other departments to synergize efforts toward achieving company objectives.
• Improve your skills and knowledge: Stay abreast of product updates, industry trends and customer service best practices to continually enhance performance and effectiveness.
• Adhere to policies and procedures: Maintain compliance with company policies, procedures and guidelines related to customer care, privacy, security and regulatory requirements.
• Embrace a proactive approach: Proactively identify common issues and suggest improvements or structure new projects that can enhance Customer Experience

In summary, your role is crucial in ensuring the highest level of customer satisfaction, driving product improvement to meet customer expectations and contributing to the overall success and expansion of our company.

Who you’ll be playing with

You will be part of a team of 6 Global Customer Care Specialists and a total of 32 Customer Care team members!

Our Ideal "Player"

• Native or Bilingual in German and English
• Experience in customer service
• Knowledge or experience working with AI in a customer related role
• A proactive and customer-oriented attitude
• Tech-savvy
• Based in Spain
• Racket sports lover!
• Another language
• Experience using Zendesk as a customer support platform
• Experience working at SaaS companies and business models
• Strong and responsible team player

What’s in it for you

• Salary: Depending on experience, to be discussed in the first meeting
• Opportunity to work in a top international team
• 23 days of vacation + day off on your birthday + 2 days off for Wellness days in August.
• 1 additional day off per year worked.
• Cobee benefits: Medical insurance or Restaurant card and flexible spending on food, transportation, kindergarten and more.
• Gympass discounts in several plans that include gyms, personal classes, access to free apps for wellbeing, nutrition etc.
• Remote work flexibility

Our hiring process

Last, and for you to start warming up, we want to show you whatour process looks like:

• First, you'll have an interview with the hiring manager
• Then, there’s an exercise to showcase your skills
• Second interview with another team member.
• Finally, you'll meet with with someone from the People team.

About PLAYTOMIC

We’re world’s largest racket sports App for players and clubs. Our goal is to socialize sports practice: through the app, players can book courts, find other players with similar skill levels, and join a social community dedicated to playing.

Since 2017, Playtomic has earned the trust of national and international investors, consolidating it as one of the main world players in sports digitalization. You will find +200 co-workers around the world with headquarters in Spain.