Customer Support Representative

Berlin, Germany Customer Experience

About the opportunity

Customer Support Representatives are members of Contentful’s Customer Support Team, which falls within our Customer Success Department. A spirited group from around the globe, we keep things light-hearted while also solving difficult customer situations and creating new internal processes.  Intellectual curiosity and interpersonal relationship skills are core to what we do; we seek to understand the “why” and not just the “what.” We practice empathy and the art of anticipating customer needs.

What to expect?

Contentful’s Customer Support Representatives are at the forefront of our efforts to assist customers who are building amazing websites, apps, and other digital experiences using cutting-edge technologies. Through ticket-based assistance they identify and research Contentful-related issues that users experience, and then troubleshoot and help resolve those issues.  By providing this assistance, and escalating issues when necessary to our Customer Support Engineers or other peer departments, our Customer Support Representatives give our customers confidence that their needs are represented and addressed. Many large customers rely on Contentful to power their public websites, mobile apps, and other mission-critical parts of their business; our Customer Support Representatives play a vital role in enabling their success in doing so.

What you need to be successful?

  • A track record of getting things done in an environment that combines collaboration and individual responsibility
  • A good understanding of how web applications and mobile apps are built and work
  • Customer centered, high level of empathy and cross-team collaboration mindset
  • Results and outcome oriented; team focused
  • Able to work on own initiative 
  • Minimum 2 years previous experience working in a customer facing department and a Support team with direct contribution on improving Support specific processes and tools like: ticketing system, in-app chat, shift handover, on-call coverage, service level agreements, escalation process and incident response;
  • Familiar with all key Customer Support KPIs and tools (like: SLAs/Ticketing system)
  • Experience with working with global teams, open to cultural and thought diversity
  • Strong problem-solving skills
  • Excellent English communication skills, both verbal and written (German not required)
  • The ideal candidate will have previous customer support experience in a SaaS company and knowledge of the fundamentals of APIs; they would have an appetite for high-growth, rapidly-changing environments

What's in it for you?

  • Join an ambitious tech company reshaping the way people build digital products. 
  • We set you up for success, equipping you with the latest and greatest hardware
  • Enjoy a full range of events, including workshops, Contentful-hosted meetups, guest speakers and team activities. Meet your team members from across the globe at our annual offsite. 
  • Get fit! We offer a variety of health and fitness classes and a discount on Urban Sports Club.
  • Use your personal education budget to improve your skills and grow in your career. Join a free German class or one of our many internal learning initiatives!
  • Plus, Contentful socks! Oh yeah!

Who are we?

Contentful powers digital experiences for 28% of the Fortune 500 companies and thousands of global brands. Our content platform unifies content in a single hub, structures it for use in any digital channel and integrates seamlessly with hundreds of tools through open APIs. It lets developers and content creators work in parallel, increasing team efficiency and happiness. Companies such as Spotify, Urban Outfitters, ARD Broadcaster, The British Museum, Xoom and Lenovo use Contentful to build their mobile and web products, voice controlled apps and more.

We’re growing rapidly and are backed by over $150 million in funding from top-tier venture capital firms like Sapphire Ventures, Salesforce Ventures, General Catalyst and Benchmark.

More than 350 people from 70 nations contribute their energy and creativity to Contentful, working from hubs in Berlin, San Francisco and distributed locations around the world.

    

“Everyone is welcome here” — it's a celebrated component of our culture. At Contentful, we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences and are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical [dis]ability or length of time spent unemployed. We look forward to your application!

By clicking “Apply for this job,” I acknowledge that I have read the “Contentful’s Candidate Privacy Notice”, and hereby acknowledge and accept the collection, processing, use, and storage of my personal data as described therein.

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Contentful

contentful.com

Beyond headless CMS, Contentful is the essential API-first content management infrastructure to create, manage and distribute content to any platform or device


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