Bilingual Customer Support Specialist – German/English (SaaS)

SINGU; Paris Township (MI); Hybrid; USD 24,000 - 32,000; Full time

Benefits offered by this job

Flexible hybrid work

Training & development

Team events

Open company culture

Job summary

SINGU is hiring a Customer Support Specialist to act as the frontline between users and product. You will handle 1st/2nd level support via email, phone, and tickets, troubleshoot issues, and coordinate with Product & Development to improve the platform.

You’ll also create user guides, support onboarding, and help migrate customers to the new system. A hybrid 2–3 days in offices in Cracow or Warsaw is offered.

Qualifications

• Fluent in German and English (spoken & written).
• Experience in application support or IT support roles.
• Strong analytical and problem-solving skills.
• Excellent communication with a service mindset.
• Comfort presenting to audiences; trainings or webinars helpful.
• Ability to work independently with high detail.
• Basic understanding of databases, APIs, or ticketing systems.
• Hands-on experience with Intercom, Zoho, or Jira.

Responsibilities

• Provide 1st and 2nd level application support via email, phone, and tickets.
• Troubleshoot issues, identify root causes, and coordinate resolutions with Product/Dev teams.
• Create and update documentation, guides, and knowledge base articles.
• Assist with onboarding and training of new users and migrations to the new platform.

Skills

German & English

Application support

Analytical skills

Communication skills

Public speaking

Independent work

Databases & APIs

Intercom / Jira

FM / SaaS experience

Tools

Intercom

Zoho

Jira

Job description

SINGU is hiring a Customer Support Specialist to act as the frontline between users and product. You will handle 1st/2nd level support via email, phone, and tickets, troubleshoot issues, and coordinate with Product & Development to improve the platform.

You’ll also create user guides, support onboarding, and help migrate customers to the new system. A hybrid 2–3 days in offices in Cracow or Warsaw is offered.