Customer Support Specialist (m/f/d)

Your mission

• You handle incoming support requests across all channels and prioritize them by impact and urgency.
• You manage cases in close collaboration with our 3rd-level and product engineering teams, driving each issue to successful resolution.
• You carefully document all steps and solutions in our ticketing system.
• You communicate clearly and empathetically with our customers.
• You maintain and expand our self-service knowledge base and encourage its use by our customers.
• You monitor relevant support KPIs (e.g. first response / resolution time), identify trends, and derive improvement measures.

Your profile

• You have experience in technical support (1st/2nd level), ideally in a B2B and SaaS environment.
• Business fluent level of both German and English.
• You bring strong problem-solving skills, analytical thinking, and a structured way of working.
• You keep a cool head in dynamic situations and place great value on quality.
• You have experience with ticketing and knowledge management tools (e.g. Jira Service Desk, Confluence).
• Experience in the financial sector (banking / real estate) is a plus.

Why us?

Shape the Future with Impactful Innovation
Join a fast-growing Fintech/Proptech where your ideas and expertise contribute to groundbreaking products and meaningful collaborations with industry leaders. Together, we’re shaping the future of real estate and finance, ensuring your work makes a lasting industry impact.

Collaborate in a Diverse & Inclusive Team
Our international team—spanning Sofia, Munich, Berlin, and Frankfurt—is united by a shared passion for innovation and excellence. We celebrate diverse perspectives and foster a supportive environment where everyone thrives.

Comprehensive Benefits for Your Well-being
At neoshare, we are committed to supporting our team members both professionally and personally. Our benefits package is designed to enhance your work-life balance and well-being, offering:

• Comprehensive Health Insurance: Peace of mind with top-tier health coverage.
• Fully Covered Multisport or CoolFit Card: Stay fit and healthy with access to a wide range of fitness programs, completely covered by us.
• 26 Paid Vacation Days: Take time to recharge with ample vacation, ensuring you maintain a healthy balance between your personal and professional life.
• Flexible Working Models: Enjoy the flexibility of hybrid work arrangements, allowing you to choose between working from home or in our modern offices.
• 13th Month Salary: Receive an additional 13th-month salary as part of our commitment to rewarding your hard work and dedication.

Modern Offices with a View: Our offices offer more than just a workspace – they provide an inspiring environment with amazing views over the city and the stunning Vitosha Mountain. Equipped with the latest technology and ergonomic designs, our spaces are tailored for productivity and collaboration, ensuring you have everything you need to succeed.