From your first day, you will have the space to take initiative, make meaningful contributions, and help drive us forward as a team. This role plays a key part in ensuring trust, continuity, and peace of mind for our hosts beyond standard business hours. You will primarily support existing customers, handling product questions and resolving issues that impact the guest experience or host operations during extended shifts.

• Multichannel Support: Support customers via tickets, chats, and pre-booked calls.

• Technical Troubleshooting: Resolve product and integration issues across booking channels, calendars, automations, and messaging workflows.

• Case Prioritization: Identify and prioritize time-sensitive or high-impact cases to prevent serious consequences for hosts.

• Documentation & Collaboration: Document recurring issues to improve internal knowledge and collaborate closely with Tech Services.

• Have experience in a customer-facing role, ideally in SaaS, travel, or hospitality

• Are comfortable troubleshooting technical topics and working with complex systems

• Stay calm, structured, and empathetic in all customer interactions

• Enjoy taking ownership and following issues through to resolution

• Are reliable and comfortable working a later shift, including Sundays 

• Are dependable, hands-on, and take initiative without needing constant direction

• Bring focus and clarity to your work while keeping solutions practical

• Feel energized by a dynamic, ever-changing environment and can prioritize effectively

If you check all the boxes - fantastic! But even if you meet most of the criteria and are excited to grow into the rest, we still want to hear from you!

Candidates must speak two European languages:

• If German is one of them, a minimum level of B2 is required, along with one additional European language at C1 Level.

• If German is not included, candidates must speak two European languages at C1 level (e.g. French, Italian, Spanish).

Multilingualism is a core part of delivering great customer experience at Smoobu.

Success at Smoobu is visible and celebrated — not just in metrics, but in the value you create for customers and colleagues. You'll know you're successful when you:

• Maintain a higher than 85%* CSAT by providing helpful and empathetic support.

• Comply with our <12-hour* First Response Time target to ensure our hosts aren't left waiting.

• Fulfill our Quality Assurance criteria consistently, ensuring that the technical advice and troubleshooting steps provided are accurate and follow best practices.

• Successfully act as the primary point of contact for hosts during solo hours 

• Consistently deliver high-quality work aligned with team and company goals.

• Share new ideas and help turn them into results.

• Learn quickly and improve continuously.

• Proactively contribute to a supportive and open team culture, living our core values.

*Disclaimer: These are some of our current KPIs and we reserve the right to change or update them as the business and team needs evolve.

And because our values shape how we work and grow together, you’ll feel at home here if they resonate with you:

• Support each other with candid feedback, encouragement, and trust — success is a team sport

• Stay authentic by bringing our true selves to work and valuing each person’s unique contributions

• Be reliable, follow through on commitments, and show up for each other every day

• Embrace experimentation, welcome change, and learn quickly from new ideas

• Get things done by solving problems with focus, action, and a bias for simplicity

• Flexibility – We work remotely for up to 50% of the year, including up to 63 working days abroad.

• Time to Recharge – 27 vacation days, plus one extra day for each year of tenure (up to 32). Celebrate your 5th anniversary with five additional paid days off and a €500 HomeToGo booking credit.

• Mobility perks– Monthly subsidy for the Deutschland-Ticket (nationwide public transport) and tax-advantaged bike leasing via salary conversion. 

• Learning & Growth – Mentorship program, Lingoda German classes, professional development opportunities, and clear pathways for growth based on your performance.

• Wellbeing & Fun – Team events, a dog-friendly office, social clubs, new joiner buddy lunches, mental health support, and a Wellhub (Gympass) contribution.

• Perks & Discounts – Enjoy corporate discounts and exclusive offers through FutureBens and Corporate Benefits.

• Climate Commitment – CSRD-compliant, proud member of Leaders for Climate Action, partnering with Plan A to set and track the Group’s carbon footprint.

• Diversity: Our company language is English, and our team represents over 28 nationalities.

• 30-minute call with a recruiter

• 45-60 minute call with your future manager

• 45–60 minute technical assessment with a peer or stakeholder. This step may include a discussion of a take-home assignment, which you may be asked to prepare in advance.

• 30-minute call with your future team members

• Reference check & Offer

Please note that this is a general recruitment process and may vary depending on the role and the seniority level of the position.

Smoobu is an Equal Opportunity Employer, committed to hiring and nurturing exceptional talent, representing various backgrounds, perspectives and skills. We are authentically candid and open-minded, fostering a safe environment for diverse opinions. Our hiring decisions are based on qualifications, merit and business needs. We do not discriminate against race, ethnic origin, gender, sexual orientation, religion, political, ideological or religious views, disability or age.

We are committed to creating and maintaining a workforce of equality and diversity at Smoobu and to provide opportunities to everyone. We therefore welcome your application even if you aren't completely confident that your experiences fit the job description criteria. We would really love to get to know you!