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- Tasks: Support European clients via chat and email, solving real operational challenges.
- Company: Join Poka, a leader in transforming frontline operations for global manufacturers.
- Benefits: Flexible remote work, generous vacation, and a MacBook Pro to kickstart your home office.
- Other info: Collaborative team culture with opportunities for continuous learning and career growth.
- Why this job: Be the first support hire in Europe and make a real impact on digital transformation.
- Qualifications: Fluent in German and English with 2+ years in B2B SaaS customer support.
The predicted salary is between 30000 - 40000 £ per year.
At Poka, we’re transforming how frontline teams operate, learn, and solve problems. Our connected worker platform is purpose-built for manufacturing, empowering frontline workers to share knowledge, collaborate in real-time, and drive continuous improvement. We’re proud to support global leaders like Nestlé, Bosch, Mars, and Danone in their digital transformation journeys.
We’re looking for a Customer Support Specialist in Europe to join our global team. This isn’t a call-center role - it’s a thoughtful, solution-focused position where you’ll work closely with clients in manufacturing to overcome real operational challenges. If you’re fluent in German and English, comfortable in B2B SaaS environments, and enjoy combining customer empathy with technical problem-solving, this could be your next step.
What you’ll be doing:
- Serve as a primary point of contact for our European customers via chat or email, with occasional screen-sharing sessions when needed.
- Investigate and resolve technical and functional product questions in a timely, clear, and professional manner.
- Collaborate with Product, Engineering, and Customer Success to escalate and track issues.
- Use internal tools - including AI-powered resources - to research solutions and continuously expand your product knowledge.
- Translate customer challenges into actionable feedback for internal teams.
- Contribute to knowledge base articles and internal documentation to strengthen team efficiency.
- Help shape support best practices in Europe as we grow our regional presence.
What you bring:
- 2+ years of experience in a B2B SaaS/Software customer support role.
- Fluency in both German and English (professional level or fluent proficiency).
- Experience supporting customers via chat-based platforms (Intercom experience is a strong plus).
- Familiarity working with ticketing/issue tracking tools such as Jira.
- Strong written communication skills - clear, structured, and customer-friendly.
- Confidence navigating technical conversations (you don’t need to code, but you understand how SaaS products work).
- A proactive, independent mindset - you’re comfortable owning issues end-to-end.
- Experience supporting manufacturing or industrial clients is a plus.
Why Poka?
- You’ll be the first support hire in Europe - with real ownership and influence.
- Join a collaborative, global team that values autonomy and knowledge-sharing.
- Work with leading global manufacturers driving digital transformation.
- Be part of a fast-growing, AI-forward product organization within the IFS ecosystem.
- Help frontline workers around the world solve real operational challenges every day.
What we offer:
- Dynamic and collaborative work environment.
- Generous vacation policy upon arrival.
- Remote work policy.
- A truly flexible schedule that allows you to adapt your work hours.
- Benefits Plan offered from day one.
- MacBook Pro and €500 allowance for your home office.
- Generous referral bonus.
- The tools, support, and opportunities you need to keep learning and progressing in your career.
Please note: An understanding of English is essential at Poka, as it is the language used during company-wide meetings and many internal communications, ensuring effective collaboration and decision-making.
Customer Support Specialist (German speaking) in London employer: Poka Inc.
Contact Detail:
Poka Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist (German speaking) in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for those interviews! Research Poka and understand their products. Show them you’re not just another candidate, but someone who genuinely cares about their mission.
✨Tip Number 3
Practice your problem-solving skills. Think of real-life scenarios where you’ve helped customers overcome challenges. Be ready to share these stories during your interview!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Customer Support Specialist (German speaking) in London
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. A touch of humour or a personal story can make your application stand out.
Tailor Your Application: Make sure to customise your application for the Customer Support Specialist role. Highlight your experience in B2B SaaS and your fluency in German and English. We love seeing how your skills match what we’re looking for!
Be Clear and Concise: Keep your writing clear and to the point. Use structured paragraphs and bullet points where necessary. We appreciate well-organised applications that are easy to read and understand.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Poka Inc.
✨Know the Company Inside Out
Before your interview, take some time to research Poka and its mission. Understand how their platform transforms frontline operations in manufacturing. This will not only show your interest but also help you relate your skills to their needs.
✨Showcase Your Language Skills
Since fluency in German and English is crucial, be prepared to demonstrate your language proficiency during the interview. Practice answering common questions in both languages to ensure you're comfortable switching between them.
✨Prepare for Technical Questions
Brush up on your knowledge of B2B SaaS environments and be ready to discuss how you've navigated technical challenges in previous roles. Think of specific examples where you successfully resolved customer issues using your technical understanding.
✨Emphasise Your Problem-Solving Skills
Poka values solution-focused candidates. Prepare to share instances where you've tackled operational challenges for clients. Highlight your proactive mindset and how you’ve contributed to improving processes or customer satisfaction in past roles.