Who we are? SupportYourApp is a integral Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the worlds leading SaaS, software, or hardware solutions? Join our community as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let's see what it takes.
What you will do: Handle inbound customer inquiries (around 18-20 tickets) during designated evening shift hours (COT)
Provide on‐call support, responding to calls and chats as they come in
Document cases clearly and escalate complex issues to the internal L2 Support Team when needed
Follow internal procedures and SOPs




Collaborate with internal teams to ensure efficient issue resolution
Troubleshoot hardware‐related issues for customers using outdoor camera equipment
Handle sensitive customer data with care and security
Apply the latest and greatest customer happiness practices
Maintain deep understanding of client solutions and meet KPI
Communicate with developers and cross‐functional specialists
What you need to succeed in this role: Fluency in German and English (C1 or higher), both spoken and written
At least 6‐12 months of experience in customer support
Availability to work night shift hours (CET) on a consistent schedule
Comfortable working under a per‐ticket compensation model
Strong analytical thinking and research skills
Positive, proactive and responsible attitude
Personal computer (at least 8 GB of RAM) with a stable internet connection (minimum 50 Mbps‐download and 40 Mbps‐upload)
Benefits and Perks: Fixed schedule
The role can be c

📌 (German & English) Customer Support Agent (Per Ticket Model, fully remote)
🏢 SupportYourApp
📍 Madrid