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Senior Support Agent (m/f)

Overview

Doodle brings people together to collaborate and socialise by making organising meetings and events effortless and fast. We reach more than 28 million users per month. Even though the service is simple and easy to use, we still get a number of support requests each day, which are handled by our awesome Doodle support team.

We are looking for a senior support agent to help improve our support processes and raise the overall level of customer satisfaction. A typical day would include answering support tickets, maintaining documentation and help desk processes and coordinating with the team to investigate more difficult issues combined.

With us, you will

  • Analyse incoming support requests to identify patterns
  • Write and maintain help articles for common issues and solutions
  • Respond to customer support tickets via online system
  • Act as an escalation point for customer issues
  • Define key information for escalation of issues and make recommendations on how automate collection
  • Help train new members of the team

What we expect from you

You have a creative and flexible approach to customer support which you apply in solving difficult technical issues. You are resourceful, extremely organized and you use these qualities to ensure that the level of our support is always top notch.

  • At least 2 years experience working in a customer support environment for a consumer (B2C) facing product
  • Experience working in a customer support environment for a B2B/Enterprise product a plus
  • Experience with training and/or quality assurance management.
  • Strong planning and organizational skills as well as attention to detail.
  • Fluent English speaker able to provide written support in English.
  • German or French language skills are a plus
  • Customer Service systems knowledge

What you can expect from us

  • Contribute to a product that is already used by millions of users worldwide
  • Sunny, open offices in central locations in Berlin, Zurich & Tel Aviv. (Yes, you get to travel there too!) This includes a once per year budget to do so, even if there is no direct business reason!
  • Premium Doodle account, also for personal use
  • And of course, free drinks, coffee, etc. at the office

So, get in touch!

Does all of this give you a big visual marketing shiver? Then, we'd love to hear from you! At Doodle, we believe in the value of a gender balanced and diverse team because we experience every single day that this makes for better products and a better workplace. We come from all over the world (representing 20 nationalities) and from diverse backgrounds.

Apply for this job

Or, know someone who would be a perfect fit? Let them know!

Berlin

Kohlfurter Str. 41-43
10999 Berlin Directions

Perks & Benefits

Like what you've been reading so far? Here's a little peak at some of the extras...

  • Personal development

    Commitment to further education and development. We want to make sure you're always learning something new.

  • Office life

    Friendly, talented coworkers and a fun office environment. Weekly game nights and plenty of time to hang out together. Just ask us!

  • Travel

    Exciting interoffice travel possibilities (Berlin, Zurich, Tel Aviv, and Belgrade). Visiting other Doodlers is encouraged. Even without a specific reason :)

  • Fuel

    Mate, soda, tea, coffee. All the good things that keep an office running full steam.

Team & Culture

We're a tight-knit team of 50 (or so) spread out over four different countries. We’ve got our home-base in Zurich, our app teams and designers in Berlin, and our AI counterpart Meekan, in Tel Aviv. 

We’re not a huge company so our team structure enables us to quickly implement new ideas before they get stale on the corporate ladder. Everyone here is encouraged to contribute or experiment, and if we’re all in agreement about a decision we go for it.

Already working at Doodle?

Let’s recruit together and find your next colleague.

email
@doodle.com
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