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About the Company

Jimdo was created to make self-employment easier by giving solopreneurs and micro-businesses the tools they need to build and grow successful businesses. What began in 2007 as a website builder developed by three school friends in a farmhouse in Northern Germany has grown into a profitable, remote-first organization with more than 220 employees representing 50+ nationalities across 15+ countries. The platform has helped more than 36 million websites get online worldwide.

Jimdo is more than a website builder. It is an AI-driven solution designed to help self-employed people run their businesses more effectively by supporting online discovery, customer acquisition, and day-to-day operations with clear guidance on what to do next.

The company’s approach is built around personalized, data-backed recommendations. By combining design tools, business features, and AI at its core, Jimdo turns customer data into practical insights that help users move their business forward.

Role Overview

The Customer Support Services function is made up of two specialist groups: Fiduciary Support and Tech/Product Support. This position sits within the Tech/Product team and focuses on first-line support for product and technical issues, while also contributing to improvements in how support is delivered.

The work is varied and can include helping a customer understand why a contact form is not sending messages, checking why an online store checkout has failed, explaining how to set up a multilingual site, advising on SEO best practices, or partnering with Product and Engineering on issues affecting many users.

Some cases will call for technical investigation, while others will rely on empathy, business awareness, and the ability to understand the real need behind a customer’s question. You will also look for patterns in tickets, use AI tools to reduce repetitive work, and help improve the overall support experience.

Although this is a customer-facing support role, it also gives you the chance to influence the product. Your insights will help improve features, refine workflows, and create a smoother experience for millions of users.

Key Responsibilities

Manage customer cases from start to finish across multiple channels, beginning with email and later expanding to chat, phone, video, social media, and WhatsApp.
Handle product and technical questions with professionalism, empathy, and consistent follow-up so customers can get the best value from Jimdo.
Investigate issues involving website behavior, domains, online stores, contact forms, multilingual sites, SEO, account creation, and other platform features.
Use thoughtful questioning to pinpoint the issue, separate user mistakes from real defects, and route escalations when needed.
Suggest suitable features, plans, or next actions that support customer success while staying transparent and customer-first.
Use AI tools such as ChatGPT, Claude, Perplexity, or similar products to streamline repetitive tasks, improve workflows, and work more efficiently.
Spot recurring problems and suggest automation, process changes, or product improvements that reduce effort for customers and the support team.
Partner with Product, Engineering, and Support colleagues to share insights and contribute to future product enhancements.
Help build Help Center content, internal documentation, macros, AI-enabled workflows, and other knowledge-sharing resources.

Requirements

Background in Customer Support, Customer Success, Technical Support, or another customer-facing role in a SaaS or technology setting.
Fluency in both German and English, spoken and written, is required to support the DACH market.
Strong communication skills with the ability to explain technical topics in a clear, supportive, and customer-friendly way.
Solid troubleshooting and problem-solving abilities, with an interest in identifying root causes rather than only fixing symptoms.
Proactive thinking and a habit of looking beyond individual tickets to improve customer experience and internal processes.
Interest in AI and enthusiasm for trying tools that can improve work quality and automate repetitive tasks.
Preferred experience with Zendesk or similar support platforms.
Helpful exposure to CRM systems, bug-tracking tools, documentation software, or AI assistants.
QA or software testing experience is an advantage.
Experience in a product-led company is beneficial.
Knowledge of another European language is a plus.

Why Join Jimdo

At Jimdo, support is about more than closing tickets. It is about understanding customers, improving the product, and helping shape the future of support itself.

You will work where customer experience, AI, and product development meet, with the freedom to improve processes, test new tools, and create visible impact alongside cross-functional teams.

If you enjoy solving complex customer issues, working with AI, and helping build a more proactive support organization, this role is a strong fit.

What We Offer

A mission-driven environment focused on helping solopreneurs and small businesses succeed and support their communities.
Flexible, trust-based working practices with a fully remote setup and opportunities for in-person collaboration.
Flexible working hours, with emphasis placed on results rather than time spent online.
A diverse international team of 220+ people from 50+ nationalities across 15+ locations.
An inclusive culture supported by an employee-led DEI Council and active ERGs.
Learning and development support through company-wide access to LinkedIn Learning, Hack Weeks, conferences, technical eLearning platforms, curated learning paths, and coaching.
Flat hierarchies and quick decision-making that create room for growth and contribution from day one.
Annual performance and compensation reviews.
A bonus to help set up your remote office.
An employee assistance program with support resources and counseling.
Up to three free Jimdo websites for personal or professional use, which you can keep forever.

Equal Opportunity and Privacy

Jimdo is an equal opportunity employer and does not discriminate based on race, ethnic origin, color, language, place of origin, parental background, disability, age, gender, gender identity, sexual orientation, religion, beliefs, or political views. The company values diversity and believes different perspectives make the organization stronger and more innovative.

By submitting an application, you confirm that you have reviewed the Jimdo Applicant Privacy Policy.

Customer Support Services Agent (Tech/Product)