Customer Support Specialist with German

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

About SINGU

At SINGU , we’re redefining how the world’s most ambitious real estate companies run their operations. Our mission is to become Europe’s leading platform for managing warehouse, logistics, retail, and multi-site commercial real estate portfolios — empowering our Clients to protect revenue, boost efficiency, and unlock new value across every aspect of their business.

Our unified CAFM platform already powers the daily operations of over 250 million m² of real estate worldwide , supporting more than 500,000 professionals. Following our union with the UK’s Micad and Germany’s net-haus, we now help manage 100,000+ buildings across 35+ countries — and we’re just getting started.

Backed by a leading growth equity investor, we’re scaling rapidly and partnering with global leaders such as Prologis, ECE, CTP, Hillwood, Logicor, GLP, and Unibail-Rodamco-Westfield. As we continue to grow through strategic acquisitions and bold innovation, we stay true to our core values: adaptability, collaboration, and client focus.

If you’re ready to help build Europe’s leading platform for property operations — and make a tangible impact on how the real estate industry works — join SINGU and be part of this transformation.

Customer Support Specialist – The Bridge Between Users & Product

As Customer Support Specialist you’re the frontline guardian of our Facility Management platform , providing 1st and 2nd level application support and making sure users always have a clear way forward. Throughout the day, you support users via email, phone, and ticketing systems , translating their issues into calm guidance and practical next steps.

When something goes wrong, you switch into problem-solver mode : you troubleshoot technical issues , dig for the root cause , and coordinate efficient resolutions with the right people. You don’t just fix what’s in front of you — you step back to analyze recurring problems , then collaborate with Product & Development teams to improve the platform and prevent repeat headaches.

As you learn, you capture it for others: you create and update documentation, user guides, and knowledge base articles so answers get faster over time. You also help the community grow by assisting with onboarding and training of new users , making their first steps feel easy and confident. And because support is never “done,” you participate in continuous improvement initiatives , helping shape smarter platform processes for both users and the team.

A big part of your role will also be supporting our customer migration from one system to the other. You’ll guide customers through the switch end to end: you run trainings and webinars , answer their questions along the way, and proactively spot and solve problems before they turn into blockers — so every customer lands on the new platform confident and ready to go.

This is a hybrid position – 2-3 days from the office (Cracow or Warsaw) per week.

What You’ll Bring to the Team

• Fluent in both German and English (spoken & written) — mandatory : you’ll support users confidently in both languages, making complex topics feel simple and human.

• Experience in application support, IT support, or a similar role : you already know how to work with users, systems, and tickets — and how to stay calm when things get messy.

• Strong analytical and problem-solving skills : you like digging into issues, finding patterns, and getting to the real cause (not just the symptom).

• Excellent communication skills and a service-oriented mindset : you can explain technical things clearly, and you genuinely care about helping people succeed.

• Confidence in front of an audience : experience running trainings, webinars, or onboarding sessions is a big plus — you enjoy walking people through new tools and making change feel easy.

• Ability to work independently, structured, and with high attention to detail : you’re organized, reliable, and you don’t let small things slip through the cracks.

• Basic understanding of databases, APIs, or ticketing systems is a plus: you don’t need to be a developer, but you’re comfortable around technical concepts and tools.

• Hands-on experience with Intercom, Zoho, or Jira is a plus: these are the tools you’ll use every day, so knowing your way around them helps you hit the ground running.

• Experience in Facility Management or SaaS environments is an advantage, but not required: if you know the space, great — if not, your curiosity and learning speed matter most.

What we offer

• Competitive salary — depending on your experience, we offer 8 300 – 11 200 PLN gross CoE, or 10 000 – 13 500 PLN net b2b.

• Flexible, hybrid working: combine on-site days in our office with home office

• A collaborative, no-micromanagement culture with honest, open feedback — we work as equals, share what didn’t go well, and improve together.

• Part of a fast-scaling international group — redefining how real estate and maintenance are managed across Europe

• Open company culture with flat hierarchies at Europe’s fastest-growing CAFM company

• Individual training and development opportunities

• Regular team events & company events