Customer Support Associate (f/m/d)

Join Apaleo and Shape the Future of Hospitality Tech!

At Apaleo, we’re revolutionizing the hospitality industry with our API-first property management platform, giving businesses the power to build a tech ecosystem that enhances both guest experiences and staff efficiency. With seamless integrations to hundreds of apps through the Apaleo Store, our platform simplifies operations, elevates the guest journey, and drives revenue growth.

Are you ready to make an impact? We’re looking for a Customer Support Associate (f/m/d)to join our dynamic team and help shape the future of hospitality technology!

What You’ll Be Up To:

As a vital member of our Customer Support team, you'll play a crucial role in empowering our customers to make the most of our platform.

• Assist and Empower: Take charge of level 1, escalation ticket inquiries, diagnosing and troubleshooting platform related problems related to customer integrations, and providing exceptional support leveraging your Apaleo platform expertise.
• Teamwork and Problem Solving: Collaborate with cross-functional teams, including business development and product experts, to tackle complex challenges and bring our API-first and open platform vision to life.
• Elevate Customer Experience: Elevate the customer experience by providing unparalleled support to our customers and clients within the Apaleo API ecosystem.
• Continuous Improvement: Embrace opportunities for personal and professional growth by actively participating in our continuous improvement process.
• Documentation and Knowledge Management: Identify frequently asked questions, enhance documentation for self-service, prepare reports on customer issues, and maintain the Apaleo knowledge base.
• Adaptability: You thrive on flexibility, willingly participating in the on-call rotations.

What You’ll Bring to the Team:

We're seeking a dedicated team member with the following qualities:

• Language Proficiency: Your English skills are top-notch (C1 level) and German C1 in spoken and written communication.
• Team Player: You value honesty, accountability, and teamwork. You understand the importance of a positive working culture and treat everyone with respect, offering assistance when needed, and upholding our company values.
• Growth Mindset: You embrace an open feedback culture and actively seek growth opportunities. You're an avid learner, always eager to expand your knowledge and adapt quickly to new systems and processes.

Please review the following details regarding our location and working style requirements.

• Work Location & Flexibility: This position is open to candidates already residing and eligible to work in Germany. The role can be performed remotely from anywhere within Germany. Alternatively, if you are based in Munich, you have the option to work in a hybrid setup from our Munich office.

Bonus Qualifications:

• 1+ years of experience in support, API, automation, or software, with a preference for those with hospitality background.
• Proven ability to manage support cases throughout their entire lifecycle, including initial customer inquiries, issue triage, reproduction, documenting bug reports for development handoff, and case resolution.
• Experience working with APIs and technical tools.
• Hospitality background

If you meet these qualifications or believe you have the potential to excel in this role, we encourage you to apply. Your passion for delivering exceptional customer experiences and your commitment to detail-oriented problem-solving matter most to us.

What We Offer:

• A Diverse & International Team – Work alongside passionate experts from various disciplines and backgrounds, fostering a truly global perspective.
• Flat Hierarchy & Flexible Structure – Enjoy autonomy and ownership in an environment that values collaboration over rigid hierarchies.
• A Key Role in a Fast-Growing Startup – Be part of one of the most promising international startups in the hospitality industry, right in the heart of Munich.
• Fair & Transparent Compensation – Benefit from a clear peer review system and career progression plan designed to reward your growth.
• Flexible Working Style – We support flexible hours and remote work, depending on the role.
• Engaging Team Events – Join us for cocktail club nights, team dinners, meet-ups, and the legendary Oktoberfest celebrations!
• 30 Days of Vacation – Recharge and enjoy a generous annual leave policy.
• Free Public Transportation in Munich – We’ve got your commute covered!
• Access to EGYM Wellness Pass – enjoy a variety of fitness and wellness studios to support your physical and mental well-being.

How you make an impact joining Apaleo: Joining Apaleo means more than just taking on a role—it’s about driving real change in the hospitality industry. Your contributions will directly shape our innovative platform, influence company-wide decisions, and help redefine the future of hospitality tech. At Apaleo, your voice matters, your ideas are valued, and your impact is tangible. Be part of a team where your work fuels progress, collaboration sparks innovation, and growth is a shared journey.

We are proud to be an Equal Opportunity and Affirmative Action Employer, committed to fostering a diverse, inclusive, and welcoming workplace. We encourage applications from individuals of all backgrounds, regardless of race, color, religion, gender identity or expression, sex, national origin, age, marital status, disability, or any other characteristic protected by applicable law. Your personal data will be handled with the utmost care and in compliance with GDPR and relevant data protection regulations. We celebrate differences and believe that diversity enriches our team and drives innovation.

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This notice is to notify you that personal data about you has been collected by apaleo GmbH (“Controller”), which is located at Dachauerstr. 15 A 80335 Munich, Germany, and can be contacted by emailingcareers@apaleo.com because Controller wishes to evaluate your candidacy for employment at Controller. Your personal data was either obtained from publicly available sources (e.g. LinkedIn) or provided to Controller by someone who referred you for potential employment. Controller’s data protection officer is Dushan Bosiljanov, who can be contacted atprivacy@apaleo.com . Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

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Greenhouse Software, Inc. (“Greenhouse”) and Controller have signed a Data Processing Agreement which incorporates the Standard Contractual Clauses as approved by the European Commission pursuant to its decision 2021/914 of 4 June 2021 for the transfer of personal data to processors incorporated outside of the EEA to any country not recognized by the European Commission which do not ensure an adequate level of data protection.

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Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.

Could you please share your proficiency level in the German language? We are particularly looking for candidates with a C1/C2 level. *

Did an Apaleo team member refer you to this opportunity? If so, please share their name. *

Could you please share your proficiency level in the English language? We are particularly looking for candidates with a C1/C2 level. *

Do you have at least 1+ years of Customer Support / Level 1 Customer Support role experience? *

Do you have experience working with APIs? If so, how would you describe your level of understanding, and how many years of experience do you have?

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Please confirm your current city and state in Germany, as this role is only open to candidates residing in Germany. *