Customer Support Agent (German Speaking)

Giraffe360; Manchester; Hybrid; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Competitive salary and bonus potential

Hybrid work—2 days in office

25 days annual leave

Birthday day off

Private Health Insurance

Career progression

Job summary

Giraffe360 is seeking a German-speaking Customer Support Agent to support our growing customer base in the DACH region and across Europe through onboarding, adoption, and day-to-day account activity.

You will communicate in German and English across email, chat, and phone, build strong relationships, and help customers derive real value from our SaaS platform. The role is hybrid in the UK with two office days in Manchester.

Qualifications

• Fluent in written and spoken German and proficient English.
• Experience in customer-facing roles such as support, success, or account management.
• Strong communication and relationship-building in two languages.
• Familiar with CRM/ticketing platforms like Salesforce/Intercom.

Responsibilities

• Deliver high-quality, responsive support in German and English via email, chat, and phone.
• Assist German-speaking customers through onboarding and early adoption.
• Provide product guidance and proactive customer support tailored to the market.
• Build strong customer relationships and ensure a positive experience.
• Monitor account activity and flag risks or opportunities in designated accounts.
• Own customer queries and day-to-day account management.

Skills

German language

English proficiency

Customer support

CRM tools

Tools

Salesforce

Intercom

Job description

German-speaking Customer Support Agent

At Giraffe360, we’re looking for a German-speaking Customer Support Agent to support our growing customer base in the DACH region (Germany, Austria, Switzerland) and across Europe through onboarding, adoption, and day-to-day account activity.

This is a great opportunity for someone early in their career who enjoys building relationships, solving problems, and helping customers get real value from a product. You’ll work closely with a range of departments across the business to deliver a positive customer experience, drive platform usage, identify risks and opportunities, and support customers throughout their journey with Giraffe360.

Key Responsibilities

• Deliver high-quality, responsive customer support and guidance in both German and English across email, chat, and phone.
• Support German-speaking customers through onboarding and early-stage adoption to ensure seamless product setup.
• Deliver product guidance, training, and proactive customer support tailored to local market nuances.
• Build strong relationships with customers and provide a responsive, high-quality experience.
• Monitor account activity and flag risks or opportunities within your designated accounts.
• Take ownership of customer queries, follow-up activity, and day-to-day account management.
• Capture customer feedback, translate regional insights, and share actionable trends with internal product and success teams.
• Keep customer records and activity updated in Salesforce.
• Work closely with Customer Success, Product, and other teams to ensure a joined-up customer experience.

What We’re Looking For

• Fluency in written and spoken German (Native/C1‑C2 level) and professional English proficiency.
• Previous experience in a customer-facing, account management, customer success, or support role.
• Strong communication and relationship-building skills in both languages.
• Confident in managing customer conversations and follow-up activity across dynamic communication channels.
• Organised, proactive, and comfortable taking ownership of technical and operational queries.
• Customer-focused with a practical, solution-led mindset.
• Comfortable working in a fast-moving environment.
• Confident using systems such as Salesforce, Intercom, or similar CRM/ticketing platforms.
• Experience in SaaS, tech, property/real estate, or a subscription-based business would be a plus.
• Able to spot risks, opportunities, and patterns in customer behaviour.

Ideal Profile

• Fluent in German and passionate about helping international clients succeed.
• Friendly, curious, and proactive.
• A strong relationship-builder who enjoys working with customers daily.
• Resolution 1st thinker with a mindset to add value to every customer in every interaction.
• Comfortable taking ownership, confident recommending next best actions and elevating process excellence.
• Curious, commercially aware, and keen to improve the customer experience.
• A collaborative team player who thrives in a multi-lingual environment.
• Adaptable and happy working at pace.
• Motivated by helping customers succeed and seeing the impact of your work.

What We Offer

• Competitive salary of £27,000 - £30,000 with bonus opportunities
• Hybrid working – 2 days per week in our city-centre office (currently Tuesdays & Thursdays)
• 25 days annual leave plus bank holidays
• Paid day off for your Birthday
• Enhanced parental leave and pay
• Private Health Insurance
• Regular team socials and events
• Training, development, and genuine career progression opportunities.

About Giraffe360

Giraffe360 is a fast-growing technology company helping real estate professionals create beautiful property content with ease.

Our platform combines specialist hardware, AI, and subscription-based services to produce property photography, floor plans, virtual tours, and listing content quickly and consistently.

We work with real estate businesses across multiple markets and are continuing to expand internationally, with growing teams across the UK, US, and Europe.