At a Glance
- Tasks: Be the go-to person for customer queries and resolve issues with a friendly touch.
- Company: Join a dynamic team in a fast-paced tech environment.
- Benefits: Flexible working hours, remote options, and opportunities for growth.
- Other info: We welcome all applicants, valuing diverse experiences and perspectives.
- Why this job: Make a real difference by helping customers and enhancing their experience.
- Qualifications: Fluent in English and French, with strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Responsibilities:
- Be the first point of contact for customers across Europe.
- Manage tickets in the shared Zendesk queue, owning each one from first reply to resolution.
- Read the customer’s message, determine what they need, and carry the ticket through to a resolution.
- Use resources such as the Help Center, Notion, internal Slack channels, and the product itself to find context and answers.
- Prioritise tickets by urgency and customer impact while keeping response time targets in mind.
- Investigate and reproduce bugs, separating user error, configuration issues, genuine bugs, and feature requests; handle each accordingly.
- When a genuine product bug is confirmed, reproduce it and raise it in Jira and Slack with clear steps and evidence.
- Escalate to the Technical Account Manager only when access or technical knowledge is exceeded.
- Answer first; solve the majority of tickets yourself rather than passing them on.
- When a ticket is vague, ask clarifying questions, reproduce the problem, and get to the root cause.
- Maintain a warm, informal tone that matches how the customer wrote, providing clear and structured responses.
- Use self‑directed work practices, keeping up with product changes and continuously learning.
Qualifications and Skills:
- Fluent, professional written English and French.
- Strong written communication skills with a warm, structured tone.
- Empathy and patience under pressure; ability to calm frustrated customers.
- Quick to learn and self‑directed; comfortable working remotely and taking ownership of tickets.
- Comfortable with Zendesk, Slack, and Jira; no advanced requirements.
- Ability to work with ambiguity; proactive in investigating and finding answers.
- Some experience in a customer‑facing or support role—years of experience not required.
- German language skills are a plus.
- Hands‑on troubleshooting in SaaS applications, mobile and web.
- Experience with tools such as BigQuery, Customer.io, or other data and notification platforms.
- Pattern recognition and ability to notice underlying issues behind individual tickets.
- History of contributing to a Help Center or knowledge base.
- Background in SaaS, HR Tech, or B2B software.
- Interest or experience using AI to improve daily work.
We encourage applicants at all experience levels, even if you don’t meet every requirement. We value unique perspectives and contributions. If our mission and this role resonate with you, we encourage you to apply.
Customer Service Specialist employer: deskbird
As a Customer Service Specialist, you will thrive in a dynamic and supportive work environment that values your contributions and encourages personal growth. Our company fosters a culture of collaboration and continuous learning, providing you with the tools and resources to excel in your role while working remotely from anywhere in Europe. With a focus on employee well-being and a commitment to diversity, we offer meaningful opportunities for career advancement and the chance to make a real impact in the SaaS industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at deskbird. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like deskbird before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to deskbird:Your cover letter is your chance to shine! Tell us why you want to work at deskbird specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at deskbird!
How to prepare for a job interview at deskbird
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
