Customer Support Specialist

Your role

In this role, you will be responsible for supporting and representing our Facelift product within Entirely. As a Customer Support Specialist, you will be an important part of the experience our customers have with Facelift and with us. You will help customers solve technical questions, understand how to get the most from our platform and feel confident in their day-to-day work.

You will join our Customer Success Department and work closely with all experts within the Customer Success Teams. After an intensive onboarding programme, you will gradually take ownership of your own customer cases and processes, while contributing ideas that improve the way we work. This role is a great opportunity for someone who is curious about software, enjoys communicating with people and wants to build deep product expertise in a supportive, international environment.

What you bring

What will help you succeed

• You are curious, technically minded and motivated to learn new things.
• You enjoy communicating with and advising customers and feel comfortable building rapport with different people.
• You can understand technical questions, structure information clearly and work towards pragmatic solutions.
• You have a strong interest in digital media and social media platforms.
• You communicate confidently in both German and English, in writing and in conversation.
• You are comfortable appearing on camera for recorded product videos.
• You are motivated, reliable and enjoy working with a professional team that values collaboration and humour.
  
  

Nice to have

• Initial experience in software support or a customer-facing role in a digital environment.
• Experience with social media marketing tools or SaaS products.
• A willingness to contribute ideas beyond your own day-to-day cases.

 
If your experience does not match every point but the role sounds exciting, we still encourage you to apply.

What you’ll do

• Provide thoughtful, solution-oriented support to customers via chat, email and Microsoft Teams.
• Investigate customer questions, ask targeted follow-up questions and identify practical solutions.
• Build a deep understanding of the Facelift product and use that knowledge to guide customers effectively.
• Take ownership of your own cases and manage them through to resolution.
• Help create an excellent product and service experience for our customers.
• Contribute to improving internal support processes and take part in smaller projects.
• Collaborate with colleagues across Customer Success to strengthen long-term customer satisfaction.

Your benefits

• A hybrid and flexible working model.
• An intensive onboarding programme to help you develop strong product expertise.
• Regular feedback and development conversations focused on your individual strengths.
• Up to 20 days of workation.
• 30 days of annual leave and competitive compensation.
• Family-friendly working conditions and the option of a sabbatical.
• Company pension scheme and a varied corporate benefits programme.
• Health check-ups and vaccinations.
• Regular social events and a collaborative, international team environment.
• A modern office with a rooftop terrace in the heart of Hamburg.