Job Description
Join our team as a Customer Support Specialist and become a crucial part of JustDice’s commitment to customer satisfaction. In this role, you will interact directly with customers, addressing their concerns, providing solutions, and ensuring a positive experience with our products. Partnering with the product management and development teams, you will also play a key role in identifying and communicating customer feedback and trends to enhance product quality and service.
What you will do:
- Provide high-quality customer support through channels such as email and store reviews.
- Understand and resolve customer issues, escalating complex problems to relevant teams when necessary.
- Develop a deep understanding of our products to effectively assist customers.
- Collect and analyze customer feedback, and report insights to the product management and development teams.
- Work collaboratively with cross-functional teams to enhance customer satisfaction and product quality.
- Contribute to the development and maintenance of customer support materials, such as FAQs and help guides.
- Maintain up-to-date knowledge of Customer Support policies, procedures, and products.
- Proactively contribute to improve team workflow, processes, tools etc.
- Proactively contribute ideas to improve business performance that have measurable impact.
- Participate in internal initiatives and side projects aimed at improving customer and company value.
Who you are:
- 2-3 years of experience in customer support or a related field.
- Experience in the ad tech or loyalty apps industry is a plus.
- Excellent communication and interpersonal skills, with an emphasis on empathy, patience and stress-resistance.
- Strong knowledge of customer service principles and practices.
- Proven ability to handle complex customer issues and lead personal initiatives.
- Strong technical proficiency and the ability to learn quickly.
- Strong problem-solving skills and attention to detail.
- Ability to work in a fast-paced, team-oriented environment.
- Experience with customer support tools and CRM systems (Zendesk, Intercom, Confluence, custom CRM systems). Experience with Jira and Kibana is a plus.
- Fluent in English; proficiency in additional languages is a plus.
Why you will love working here:
- Invest in Your Future: Regular feedback and our development program support your growth, helping you expand your skill set and achieve your career goals.
- Easy Arrival to justDice: From signing to settling in Hamburg, we’ve got you covered. Need a visa? No problem. Ready to build your new life and career at justDice in Hamburg? We support every ambition—from learning German to a relocation bonus that helps you settle in and make Hamburg feel like home.
- Live Your Best Life, at Work and Beyond: We work in a hybrid setup with 3 core office days, plus flexible working hours. Enjoy 30 vacation days, 3 weeks of remote work per year, and free access to an in-house gym with lots of different fitness classes and mental health support through our Employee Assistance Program (EAP).
- Thrive Where You Work: Enjoy the Alster lake view from our central office with top notch equipment, fun open spaces, and a large variety of snacks and drinks.
- Join the Community! Participate in regular team and company events, including hackathons and social gatherings. We work together, and we celebrate together, too.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
