Customer Support Services Tech/Product Agent

We exist to unleash the power of the self-employed - helping solopreneurs and micro-businesses thrive by doing what they're passionate about and removing the complexity of building lasting, successful businesses.

Jimdo started in 2007 when three school friends built a website builder in a Northern German farmhouse to help everyone build a presence online. Today, we're a profitable, remote-first company with 220+ people from 50+ nationalities working across 15+ countries. We've helped build over 36 million websites to get online across the world.

We're more than just a website builder. We're an AI-powered platform that helps self-employed people actually run and build successful businesses — from getting found online, winning customers and running their business with a peace of mind by knowing exactly what to do next to move forward.

At the heart of Jimdo is a strong belief in personalized, data-driven guidance. Our platform combines design, business tools, and an AI-powered core that turns real customer data into clear insights and next steps helping our customers focus on what moves their business forward.

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.

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  Own customer inquiries end-to-end across channels, starting with email and expanding into chat, phone, video, social, and WhatsApp.

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  Resolve product and technical issues with care, clarity, and strong follow-through.

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  Use AI tools like ChatGPT, Claude, Perplexity, or similar platforms to improve workflows and reduce manual work.

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  Identify repetitive ticket patterns and recommend automation, process, or product improvements.

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  Recommend the right features, plans, or next steps to help customers grow — with honesty, not pressure.

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  Collaborate with Product, Engineering, and Support teams to turn customer feedback into better products and processes.

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  Contribute to Help Center content, internal documentation, macros, AI workflows, and knowledge-sharing across the team.

• 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.