CSS Tech/Product Agent

Role Summary

We’re looking for a CSS Tech/Product Agent to join our Customer Support Services Tech/Product Team. You’ll be part of a team evolving Jimdo’s support from reactive ticket handling into an AI-first, product-integrated customer success engine.

You’ll resolve first-level product and technical cases, spot recurring customer issues, use AI to reduce repetitive work, and share insights that help Product, Engineering, and Support improve the customer experience.

What You’ll Be Doing

• Own customer inquiries end-to-end across channels, starting with email and expanding into chat, phone, video, social, and WhatsApp.
• Resolve product and technical issues with care, clarity, and strong follow-through.
• Use AI tools like ChatGPT, Claude, Perplexity, or similar platforms to improve workflows and reduce manual work.
• Identify repetitive ticket patterns and recommend automation, process, or product improvements.
• Recommend the right features, plans, or next steps to help customers grow — with honesty, not pressure.
• Collaborate with Product, Engineering, and Support teams to turn customer feedback into better products and processes.
• Contribute to Help Center content, internal documentation, macros, AI workflows, and knowledge-sharing across the team.

What You Bring

• Experience in Customer Support, Customer Success, Technical Support, or a customer-facing SaaS/product environment.
• Strong English communication skills, German is a big plus for supporting our growing DACH market
• An AI-first mindset: curiosity, confidence experimenting with tools, and eagerness to improve how work gets done.
• Strong product thinking and the ability to connect customer issues to bigger product or process opportunities.
• Proactive, anticipatory problem-solving — you look beyond the ticket to understand the customer’s real need.
• Comfort working with tools such as Zendesk, CRM systems, bug-tracking tools, documentation platforms, or AI assistants.
• Nice to have: German or another European language, Zendesk experience, QA/testing background, or experience in product-led companies.