Customer Support Specialist providing exceptional assistance to policyholders, agencies, and contractors. Supporting inquiries related to underwriting, billing, policies, and claims.
About the role
- Customer Support Specialist providing customer-centric support across email and chat channels. Collaborating with internal teams to resolve issues and enhance customer experiences in a tech-focused environment.
Responsibilities
- Deliver accurate, efficient, and high-quality support across all channels (email and chat — no calls!) while ensuring a professional and customer-centric experience.
- Stay informed about product features, updates, and internal processes to provide timely and relevant solutions.
- Collaborate closely with Product, Tech Support, Deliverability, and other internal teams to resolve issues, manage escalations, and identify opportunities for improvement.
- Proactively share ideas, contribute to process enhancements, and help refine workflows that elevate both customer and team experiences.
- Take ownership of specialized areas (e.g., billing, outages, scheduling, or specific product features) and lead related initiatives with accountability and expertise.
- Mentor junior colleagues by sharing knowledge, providing constructive feedback, and fostering a culture of collaboration and growth.
- Actively engage in team meetings and embody Omnisend’s values in every customer and team interaction.
Requirements
- Fluency in English, both written and spoken.
- Proven customer support experience, ideally in a fast-paced tech or SaaS environment (above 1yr).
- Strong ownership mindset—you take responsibility, follow through, and deliver results.
- Maturity and reliability—able to work independently, prioritize effectively, and remain calm under pressure.
- Excellent communication skills—clear, empathetic, and professional in all interactions.
- Problem-solving ability with attention to detail and a proactive approach.
- Flexibility to adapt to changing situations, schedules, and customer needs.
- A long-term mindset—you’re looking for a stable role where you can grow with us.
Benefits
- Gross salary starting point from 1100 EUR/month based on experience
- Quarterly salary reviews
- Unlimited learning budget for self-improvement after 3 months
- Private health insurance
- Unlimited access to psychotherapy
- Workstation budget (420 EUR)
- Work anniversary gifts (like home cleaning services)
- Attractive workations and team-led team-building events
- Working methods and best practices inspired by Silicon Valley’s top tech companies
- Senior colleagues (70%+) creating a high-performing environment that accelerates your growth
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