At Smoobu, we are building more than just software. We empower everyday people to become
successful entrepreneurs by helping them manage their vacation rentals simply and efficiently. Our
platform supports over 100,000 properties in 120+ countries, enabling hosts to grow their businesses
confidently and efficiently.
That kind of impact doesn’t come from playing it safe; it comes from people who take ownership, act
purposefully, and work together to make things happen.
About this opportunity
Our Customer Service team continues to grow and evolve, and we are always interested in connecting
with talented bilingual professionals. We review all applications carefully and conduct interviews on an
ongoing basis as part of our continuous hiring process.
Customer Service Specialist [French-speaking] (m/f/d)
Berlin
Full-time
Permanent employee
Life at Smoobu
How you will contribute to our success
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. You will primarily support existing customers, handling product questions and resolving
issues that impact the guest experience or host operations.
We believe in working smarter, not harder. You will be encouraged to leverage AI tools to streamline
routine tasks and technical troubleshooting, giving you the bandwidth to focus on what truly matters:
building relationships and delivering empathetic, high-impact solutions for our users.
drive us forward as a team. This role plays a key part in ensuring trust, continuity, and peace of mind for
our hosts. You will primarily support existing customers, handling product questions and resolving
issues that impact the guest experience or host operations.
We believe in working smarter, not harder. You will be encouraged to leverage AI tools to streamline
routine tasks and technical troubleshooting, giving you the bandwidth to focus on what truly matters:
building relationships and delivering empathetic, high-impact solutions for our users.
- Human-Centric Multichannel Support: Provide expert assistance via tickets, chats, and calls.
We use AI to handle the "noise," allowing you to give your full attention to complex guest
experiences and host operations. - 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 build our internal knowledge
base. You’ll help refine our AI workflows and collaborate with Tech Services to ensure our tools
are always making our work—and our users' lives—better
You will thrive in this role if you
- Are fluent in English and French (both at C1 level or higher). Additional European languages area plus, German preferred.
- 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 different shifts, including Saturdays
- 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
How we will measure your success
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.
- 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.
the business and team needs evolve.
Our Values:
- 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
What you can expect
- 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.
Recruitment Process
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.
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.
About us
Smoobu (www.smoobu.com), a subsidiary of HomeToGo Group, is a fast-growing startup in the vacation rental industry. Smoobu’s SaaS solution currently empowers private hosts to manage over 100,000 properties across more than 110 countries. Smoobu runs as an independent enterprise within the HomeToGo Group, ensuring its startup spirit and growth potential remain at the forefront. Our top priority is to assist hosts in efficiently managing and growing their businesses simultaneously.
Smoobu’s success is attributed to our dynamic, ambitious, and international team, dedicated to exceeding our customers’ expectations through expert advice and action. We celebrate diversity and operate in a truly global environment, embracing the challenges and opportunities that come with it. Join us on this exciting journey to transform the vacation rental industry!