Customer Support Representative (f/m/d)

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.