Customer Service Agent - Remote

Overview

At Shiftmove, we are developing the next generation of connected mobility products that enable businesses to make informed, data-driven decisions. Our goal is to make complex processes intuitive and efficient, creating real value from data for thousands of B2B customers across Europe and beyond.

As a Customer Service Agent, you will support our business customers in using our trip log and fleet management software and serve as a central point of contact for technical questions – from hardware issues to daily product usage. You will ensure that concerns are resolved efficiently, clearly, and solution-oriented, significantly contributing to customer satisfaction and long-term product usage.

Your feedback from direct customer contact will also be structured and integrated into collaboration with other teams, actively helping to continuously improve our products, processes, and services. You will be part of a customer service team with over 30 colleagues in specialized units – in a growing environment where your contribution creates real value for customers and businesses.

In Short

• Support business customers with technical questions regarding our fleet management software – via phone and/or in writing, depending on preference.
• Receive, analyze, and independently handle customer inquiries until resolution.
• Identify causes of technical problems (e.g., hardware or app usage) and initiate appropriate solutions.
• Maintain clean documentation of inquiries, solutions, and relevant information in the ticketing system (Zendesk).
• Provide structured insights from customer contact to other teams for continuous improvement of products and processes.

Requirements

• First practical experience in phone or written customer support, ideally in technical support.
• Empathetic, service-oriented working style and enjoyment of direct contact with customers.
• Strong communication skills, maintaining professionalism even in challenging situations.
• Basic technical understanding and curiosity about digital products, apps, and potential sources of errors.
• Able to handle multiple inquiries simultaneously, structure information, and set priorities.
• Fluency in German (C2) and English (at least B2).

Benefits

• 30 days of vacation.
• Up to 6 weeks of remote work worldwide per year.
• Dog-friendly office.
• €2,000 annual budget for personal and professional development.
• Main benefits include Urban Sports Club, Hrmony subscription, JobRad, or subsidy for BVG ticket.
• 1 Mental Health Day + access to nilo.health.
• Free lunch once a week, bi-weekly company breakfast, and beverages & snacks available 24/7.

Administrative Infos

• Contract type: Permanent, Full-time.
• Location: Berlin or Remote (in Germany).
• Work model: If in Berlin, hybrid with 2 days per week in the office in the heart of Friedrichshain.