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Customer Service Specialist (f/m/d)
deskbird
Hybrid - Paris, France, Switzerland · Full-time
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About deskbird: deskbird builds people-centric software that helps companies navigate hybrid work, enabling employees to coordinate office schedules and book desks while giving admins insights to optimise office operations. The team brings together 22 nationalities across hubs including Berlin, Munich, Barcelona, Paris, Pfäffikon, Bucharest, Belgrade, Sofia and Skopje.
The role: As a Customer Service Specialist, you are the first point of contact for customers across Europe, working from a single shared Zendesk queue. You pick up tickets, own each one from first reply to resolution, and are expected to find answers yourself using the Help Center, Notion, Slack and the product before looping others in.
Responsibilities: Own tickets end to end and prioritise by urgency and customer impact while meeting response-time targets; reply quickly and clearly in a warm, informal tone; investigate issues independently and reproduce vague problems to find the root cause; distinguish user error, configuration issues, genuine bugs and feature requests; raise confirmed bugs in Jira and Slack with clear steps and evidence; and escalate to the Technical Account Manager only when you reach the limit of your access or knowledge.
Profile: Fluent, professional written English and French (a written-only role); empathy and patience under pressure; some experience in a customer-facing or support role; comfort with tools like Zendesk, Slack and Jira; a self-directed working style; and comfort with ambiguity. German skills, troubleshooting experience in SaaS, exposure to tools like BigQuery or Customer.io, a SaaS/HR-tech/B2B background, knowledge-base contributions and interest in using AI are nice-to-haves.
What they offer: Competitive compensation, unlimited annual leave, an annual company summit across Europe, in-person team gatherings, home-office support and an annual learning and development budget.
The role: As a Customer Service Specialist, you are the first point of contact for customers across Europe, working from a single shared Zendesk queue. You pick up tickets, own each one from first reply to resolution, and are expected to find answers yourself using the Help Center, Notion, Slack and the product before looping others in.
Responsibilities: Own tickets end to end and prioritise by urgency and customer impact while meeting response-time targets; reply quickly and clearly in a warm, informal tone; investigate issues independently and reproduce vague problems to find the root cause; distinguish user error, configuration issues, genuine bugs and feature requests; raise confirmed bugs in Jira and Slack with clear steps and evidence; and escalate to the Technical Account Manager only when you reach the limit of your access or knowledge.
Profile: Fluent, professional written English and French (a written-only role); empathy and patience under pressure; some experience in a customer-facing or support role; comfort with tools like Zendesk, Slack and Jira; a self-directed working style; and comfort with ambiguity. German skills, troubleshooting experience in SaaS, exposure to tools like BigQuery or Customer.io, a SaaS/HR-tech/B2B background, knowledge-base contributions and interest in using AI are nice-to-haves.
What they offer: Competitive compensation, unlimited annual leave, an annual company summit across Europe, in-person team gatherings, home-office support and an annual learning and development budget.