Technical Customer Support DACH - German speaking

About the role

Are you fluent in German and passionate about solving complex problems for a diverse range of customers? Do you want to help eCommerce businesses grow by delivering high-quality technical support? Then this role might be for you! You'll be joining our international Support department (6 teams, 9 markets) as part of the DACH Support team, one of our largest and fastest-growing regions. The team currently consists of 7 Technical Support agents supporting customers in Germany, Austria, and Switzerland. We're an open-minded and collaborative team of Support professionals. We believe Support isn't just about fixing problems, it's about setting our customers up for success, and we do that together. We learn from each other, keep things honest and direct, and enjoy the occasional fun moment along the way. Expect flat hierarchies, room for your ideas, and a team that's got your back! Your job As a Technical Support agent, you'll be the first point of contact for customers with questions or issues related to our tool. Channable helps online retailers and agencies automate and optimize their product listings across channels like Kaufland , OTTO , Amazon , Google , and Meta . We currently support over 2,500 marketing channels, including price comparison sites, affiliate networks, and marketplaces. Our customer base ranges from independent webshop owners to international brands and agencies, each with their unique needs. No prior experience with eCommerce tools like product feeds or APIs? No problem! We'll provide extensive onboarding and training to get you fully up to speed. Once enrolled, you'll start on our first-line support, handling incoming tickets, diagnosing the situation, preferably resolving it or if needed escalating to our more experienced second-line support. Your main responsibilities: Handle incoming tickets via email and phone (in German and English), solving issues, troubleshooting problems, and educating users to use Channable more independently. Troubleshoot issues related to product feeds, APIs, and marketplace integrations. Escalate complex cases to second-line support when needed. Understand the business goals of our users and help them get the most out of Channable. Spot recurring issues and share insights internally to improve our product and processes. Contribute to team rituals, knowledge sharing, and onboarding new colleagues. Your challenges Channable is a powerful, flexible tool with a wide range of features. Mastering the tool and understanding how our customers use it is key to delivering high-quality support. You'll be communicating with both technical and non-technical users, so your ability to adapt your communication style is essential. You'll also need to balance speed, clarity, and customer satisfaction while maintaining a sense of ownership from start to finish. This role offers room to grow. You can take on additional responsibilities, like onboarding new team members, becoming a product area specialist or grow towards our second-line Support. What success looks like You respond quickly, clearly, and empathetically, delivering high quality responses to our customers, earning high CSAT, IQS and internal trust. You confidently handle incoming issues and escalate only when necessary. You develop a deep understanding of both the tool and our customers use cases. You proactively share insights, help teammates, and contribute to team learning. You are reliable, consistent, and take full ownership of your work. Who are you? You're curious, analytical, and great at connecting the dots. You enjoy problem solving and have strong communication skills. You're a team player who thrives in a collaborative environment and takes pride in helping both customers and colleagues succeed. You thrive in a flexible fast moving environment where you're encouraged to bring ideas to the table and take initiative. Some practical things we expect from you: You have excellent German and English speaking and writing skills; You're available for at least 4 days/week (32 hours) and can join us in our Utrecht office at least 2 days/week; You live in (or close to) Utrecht, or are willing to relocate; Any earlier experience with technical support, preferable in IT or E-commerce is nice to have. Who are we? Being part of our team means working with diverse and fun people who trust and help you along the way. Channable was founded 10 years ago in the heart of Utrecht. We are now a strong team of +250 diverse individuals, more than +40 nationalities, and a brand new and vibrant HQ in Utrecht, serving customers all over the globe. We're also operating from other offices including New York City, Berlin, and Aarhus. Joining Channable means you're looking for a bit more than just a job. We like spending time with each other. Be that in the office, our Channabar, or in one of our internal chats. We're open-minded and down-to-earth people. We're super proud that everyone adds their own special spice to Channable's culture

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