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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on onboarding processes, technical understanding of apps and sensors, and effective communication in both German and English. Capable of independently managing customer interactions and feedback to enhance service delivery.
Highest-signal resume keywords
Fluent German CommunicationCustomer Onboarding ExperienceTechnical Understanding of Apps and SensorsExperience with ZendeskCustomer Service Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer OnboardingTechnical Understanding of SensorsExperience in SaaSExperience in PlumbingInstallation Experience
Soft Skills
InitiativeAdaptabilityClear CommunicationCustomer Engagement
Tools & Technologies
ZendeskTicketing Systems
Industry Keywords
Customer ServiceCustomer SuccessSmart Home ProductsInsuranceClaims
About the role
Key responsibilities & impact- Guide customers by phone and video call through the onboarding process, from ordering and sensor installation to app setup
- Proactively call customers who do not respond to emails, whose sensor is offline, or who have an outstanding next step
- Independently track cases, schedule follow-ups, and send helpful emails
- Clearly explain to customers what happens next when a water alert is triggered
- Work closely with Water Risk Managers and insurance partners
- Explain technical and procedural topics clearly to different customer groups
- Bring customer feedback to the team and help shape the Customer Service function
- Spend approximately 70–80% of the working day in direct customer conversations, using the remaining time for preparation and follow-up
Requirements
What you’ll need- Fluent, polished, error-free, and idiomatic German, both written and spoken
- Enjoy daily customer conversations by phone and video call
- Technical understanding of apps, sensors, and related processes
- Initiative and the ability to independently follow up on outstanding cases
- Start-up mentality and adaptability to changing processes
- Good command of English
- At least 2 years of experience in Customer Service or Customer Success, with daily customer contact by phone or video call
- Ideally, experience in a SaaS or technology start-up
- Experience in Customer Onboarding is a plus
- Experience with insurance, claims, or smart home products is a plus
- Experience in plumbing or installation is a plus
- Experience with Zendesk or a similar ticketing system is a plus
Benefits
Comp & perks- Permanent employment contract
- 28 days of annual leave
- Hybrid work: ideally 1–2 days per week in the Heidelberg office; remote work possible
- Clearly defined working hours, generally 9:00 a.m.–6:00 p.m.
- Opportunity to make an impact and work directly with the founders
- Development opportunities in a growing start-up
- Small, close-knit team
- Meaningful work focused on preventing water damage