Senior Customer Service Specialist

YOUR FUTURE, ON DEMAND

The ideal blend of stability and flexibility. A genuinely human employer that cares for people and the planet. True autonomy to shape what comes next, for us and you. This is the perfect platform to take your career where you want.

Back in 2005, we pioneered Europe s first TV streaming service. Today, we re the world s first certified climate neutral TV streaming provider. 3 million users across three countries. Over 230 colleagues of 47 nationalities. We re the grown-up start-up, helping to shape a better future since day one. That hasn t changed, even if the world has. We re friendly, international, inclusive and our people say we re reliable and transparent, too. It s why they trust us and believe in what we do.

THE ROLE

Zattoo is the leading player in the TV-as-a-Service space in Europe serving several million TV users and dozens of B2B customers, helping them watch what they want, where they want, when they want. As our user and subscriber base is constantly growing we are looking for additional support within our Customer Service Team.

We are searching for a highly motivated Senior Customer Service Specialist with a passion for helping customers and meeting their needs, identifying problems and finding solutions. You will be part of a skilled Customer Service Team and will help to respond to user queries appropriately. You should bring excellent communication skills as well as structured and proactive working methods. You will be the voice of our company and a direct link to our users therefore enthusiasm, empathy and passion in helping others should be what you love to do.

WHAT YOU LL DO

• Respond to inbound customer inquiries using our customer service tools (email and chat) and refund subscription fees

• Collaborate closely with Customer Service Team colleagues and Head of Customer Service to ensure information and best practice sharing

• Answer questions and comments on our social media channels and through the App Stores

• Recognize trends in recurring customer inquiries to optimize our service and product

• Lead, prioritize and optimize triaging of incoming tickets for ex. by setting new categories in ticket forms

• Internally escalate issues reported by Zattoo users and detect patterns

• Establish new Customer Service processes and workflows (ex. new processes for refunds, granting subscriptions, tagging, automations)

• Closely work with other internal teams (regular exchange on open bugs and requests with other internal teams, taking part in quarterly retrospectives with other teams, regular exchange on ongoing issues with Product Owners).

• Update data in various customer service tools

• Occasionally: translate (DE / EN / FR / IT) texts for our help page and customer service tool

• Being in charge of Customer Service reporting:

  • Analyze and monitor impact of reported issues (Zendesk Explore)
  • Create/add new Customer Service related reports and dashboards and derive action recommendations from them

WHAT YOU LL BRING

• Fluency in German and English (both writing and speaking)

• Experience of responding to emails, App Store reviews and social media queries for a large user base is a must

• Excellent communication and presentation skills as well as advanced computer and technical skills

• Proven experience in a Customer Service environment (+1 year is a must)

• Ability to quickly identify problems and find solutions

• Analytical skills, experience on any of Customer Service tools, building reports and dashboards, data visualization

• Comfortable in working with remote colleagues and multidisciplinary teams

• High interest in the Zattoo product

• Bonus: French or Italian languages

• Flexibility to accommodate the following work schedule:

  • You can work at least two days a week in our office in Berlin.
  • You can work two Saturdays a month in home office.
  • You can work twice a week until 22:00 hrs in home office

WHY JOIN US?

At Zattoo, you re always on firm ground with real freedom to explore. You ll have the support and opportunity you need to go far, while you re helping us create a sustainable and entertainment-filled future for all.

WHAT WE OFFER YOU

• Reward: strong market competitive salary
• Recharge: 30 days vacation plus public holidays
• Regulate: trust based flexible working hours and the option for remote working 8 weeks per year

Plus:

• We re sharing: Free access to the best streaming experience on the market
• We're developing: your own development budget, German classes and Zattoo all-company hack days
• We re inclusive: Zattooies are a fun, engaged, and diverse team made up of 44 nationalities
• We re healthy: yoga classes, health checks, team sports, organic fruit, vegan options and more!
• We re responsible: we are carbon neutral, an active employee Green team, discounted BVG tickets and free bike rentals
• We re sociable: a calendar of events with fireside chats, lunches, in-house bar, BBQ s, monthly socials, summer party and an annual off-site event

Zattoo enables our users to view indiscriminately and we reflect that in our team too. Regardless of race, gender, sexual orientation, religion, national origin, age, disability or any other characteristic protected by law we encourage everyone to apply and will give everyone equal consideration. We are an equal opportunities employer, join us and help build a diverse team dedicated to the future of TV.