B2B Customer Support Representative (all genders) - Remote

Overview

As a B2B Customer Support Representative (all genders) at Tiger Facility Services, you will be responsible for our business clients. You will recognize their needs, find reliable solutions, and build trusting relationships, significantly contributing to our clients' satisfaction and the further expansion of Tiger Facility Services.

In Short

• You are the first point of contact for our B2B clients in daily operations and ensure their excellent support.
• You independently handle customer inquiries and issues in a solution-oriented manner with a high service standard.
• You personally support clients on-site when needed, building long-term, trusting relationships.
• You monitor service quality and customer satisfaction based on defined KPIs like First Contact Time and Resolution Time.
• You closely collaborate with internal teams like Operations, Support, and Partner Management to ensure smooth processes.
• You document all relevant occurrences and communications structured in tools like Freshdesk, Slack, and Confluence.
• You actively identify upselling potentials and contribute to the further growth of our customer relationships.

Requirements

• Independent, structured, and proactive working style with high self-motivation, organizational talent, and attention to detail.
• Experience in customer support—ideally in Customer Success, Sales, or Consulting—with a strong service and solution orientation.
• Proficient use of CRM and ticket systems, as well as solid knowledge of common office applications.
• Strong numerical understanding and process thinking to analyze KPIs and derive improvements.
• Strong communication skills in both German (at least C1) and English (at least B1).

Benefits

• Work-life balance with fixed core working hours from 9 AM to 4 PM, flexible hours, and free weekends.
• Flexible working arrangements with trust-based working hours, mobile work, and occasional work from EU countries.
• Participation in a multicultural, family-like team with space for ideas and professional exchange, diverse tasks, responsibility, and a fixed customer base.
• Structured feedback culture with regular reviews and employee surveys.
• Additional benefits: Up to 30 vacation days, employee discounts for Helpling.de, company pension plan with contribution, 5 paid child sick days, attractive salary package, a modern office in a central location (Friedrichstraße, Berlin), and more.