Technical Customer Support DACH - German speaking

Are you fluent in German and passionate about solving complex problems for a diverse range of customers? Do you want to help eCommerce businesses grow by delivering high-quality technical support? Then this role might be for you!

You’ll be joining our international Support department (6 teams, 9 markets) as part of the DACH Support team, one of our largest and fastest-growing regions. The team currently consists of 7 Technical Support agents supporting customers in Germany, Austria, and Switzerland.

We’re an open-minded and collaborative team of Support professionals. We believe Support isn’t just about fixing problems, it’s about setting our customers up for success, and we do that together. We learn from each other, keep things honest and direct, and enjoy the occasional fun moment along the way. Expect flat hierarchies, room for your ideas, and a team that’s got your back!

Your job

As a Technical Support agent, you'll be the first point of contact for customers with questions or issues related to our tool. Channable helps online retailers and agencies automate and optimize their product listings across channels like Kaufland, OTTO, Amazon, Google, and Meta.

We currently support over 2,500 marketing channels, including price comparison sites, affiliate networks, and marketplaces. Our customer base ranges from independent webshop owners to international brands and agencies, each with their unique needs.

No prior experience with eCommerce tools like product feeds or APIs? No problem! We’ll provide extensive onboarding and training to get you fully up to speed.

Once enrolled, you’ll start on our first-line support, handling incoming tickets, diagnosing the situation, preferably resolving it or if needed escalating to our more experienced second-line support.

Your main responsibilities:

• Handle incoming tickets via email and phone (in German and English), solving issues, troubleshooting problems, and educating users to use Channable more independently.

• Troubleshoot issues related to product feeds, APIs, and marketplace integrations.

• Escalate complex cases to second-line support when needed.

• Understand the business goals of our users and help them get the most out of Channable.

• Spot recurring issues and share insights internally to improve our product and processes.

• Contribute to team rituals, knowledge sharing, and onboarding new colleagues.

Your challenges

Channable is a powerful, flexible tool with a wide range of features. Mastering the tool and understanding how our customers use it is key to delivering high-quality support.

You’ll be communicating with both technical and non-technical users, so your ability to adapt your communication style is essential. You'll also need to balance speed, clarity, and customer satisfaction while maintaining a sense of ownership from start to finish.

This role offers room to grow. You can take on additional responsibilities, like onboarding new team members, becoming a product area specialist or grow towards our second-line Support.

What success looks like

• You respond quickly, clearly, and empathetically, delivering high quality responses to our customers, earning high CSAT, IQS and internal trust.

• You confidently handle incoming issues and escalate only when necessary.

• You develop a deep understanding of both the tool and our customers use cases.

• You proactively share insights, help teammates, and contribute to team learning.

• You are reliable, consistent, and take full ownership of your work.

Who are you?

You're curious, analytical, and great at connecting the dots. You enjoy problem solving and have strong communication skills. You're a team player who thrives in a collaborative environment and takes pride in helping both customers and colleagues succeed.

You thrive in a flexible fast moving environment where you're encouraged to bring ideas to the table and take initiative.

Some practical things we expect from you:

• You have excellent German and English speaking and writing skills;

• You're available for at least 4 days/week (32 hours) and can join us in our Utrecht office at least 2 days/week;

• You live in (or close to) Utrecht, or are willing to relocate;

• Any earlier experience with technical support, preferable in IT or E-commerce is nice to have.

Who are we?

Being part of our team means working with diverse and fun people who trust and help you along the way. Channable was founded 10 years ago in the heart of Utrecht. We are now a strong team of +250 diverse individuals, more than +40 nationalities, and a brand new and vibrant HQ in Utrecht, serving customers all over the globe. We're also operating from other offices including New York City, Berlin, and Aarhus.

Joining Channable means you’re looking for a bit more than just a job. We like spending time with each other. Be that in the office, our Channabar, or in one of our internal chats. We’re open-minded and down-to-earth people. We’re super proud that everyone adds their own special spice to Channable’s culture. Diverse as we are, we all share our love for growth, to help, to take ownership, and create an awesome journey together. Feel free to take a further look at our Instagram, Facebook or LinkedIn! Give our Culture Playbook a read.

What do we do?

Channable is a fast-growing B2B SaaS platform that offers a fully integrated way to market your products online. We empower marketers and online businesses to manage, scale, and optimize their marketing.

What do we offer?

• The salary range based on 40 hours is between gross €2.850 - €2.950 per month.

• 8% holiday allowance - 8% of your yearly salary, which is paid together with the May salary.

• Annual L&D budget of € 1000 to spend on anything you want to learn. You can take full advantage of this to grow professionally.

• Saving for old age - we have a saving scheme for old age which can accrue up to 5% of your monthly salary, or you can get an additional +2.5% to your monthly base salary.

• Traveling to our office? No problem, we got you covered. (NS Business Card, or €0,25 per km if you decide to use a different means of transport) 🚆

• Our beautiful, fully renovated historic office in central Utrecht offers a hybrid working policy, requiring just two days in the office per week.

• Since you can work from home, we will provide home office supplies. 🖥️⌨️

• 26 vacation days + 2 reload days based on 40 hours.

• We offer a 3-week-long workcation; and an additional 3 weeks, if you live as an expat in the Netherlands! 🍹

• Having flexible working hours means starting your day between 8.00 - 10.00 am. 🕰️

• We want you to feel good - please feel free to use our discounted Urban Sports Club subscription.

• You have free & anonymous access to the OpenUp platform and psychologists. This free service is also available to your family members.

• Are you going to become a parent? We think it is important that you spend time with your newborn. Enjoy 5 weeks of 100% paid partner leave!

• At Channable, our Chef and Commis Chef prepare fresh meals Monday to Thursday, catering to all dietary needs - including vegan, vegetarian, and gluten-free - to keep our team fueled and inspired! To round out the week, Fridays feature delicious ordered-in sandwiches and salads. Or, you can go to the city center to get the lunch of your choice.

• Channaweekend - Every year we go for a long weekend with all our colleagues from all over the world. 💜🔥

• Channaweek - We believe in bringing people together. That’s why we organize global events like Channaweek where our entire international team gathers in Utrecht to connect and learn from one another.

• Additional working conditions like massages, in-office bar (Channabar), parties, even personal training sessions at our Channagym, video games, and many more!

How can you introduce yourself to us?

Are you interested? Please apply by clicking on the "apply now" button below. Please send your application in English.

Interview steps:

1. If it's a match, Judit will get in touch with you for an introduction call (25 minutes).

2. After that, you’ll be invited for an interview with Jesse & one of the team members (60 minutes).

3. Next, you'll have an assignment interview with Jesse & Stephanie at our Utrecht office + office tour with your future colleagues (90 minutes).

4. Please note that after the interviews, and before the offer stage, we’ll conduct reference checks.

We consider applications as they come in. We look forward to hearing from you!

Contact by job agencies and recruiters will not be appreciated. Each recruiter or headhunter who approaches us agrees with a donation of €250 for Make-A-Wish.

At Channable, we strive to create and foster an environment of belonging and collaboration. We believe in diverse and inclusive teams.