Customer Support Associate

Summary

Join Apaleo, a company revolutionizing hospitality tech with its API-first platform, and become a Customer Support Associate. You will assist customers with platform issues, collaborate with cross-functional teams, and enhance the customer experience. Responsibilities include troubleshooting, collaborating with other teams, improving customer experience, and contributing to continuous improvement. The role requires strong English and German language skills (C1 level), teamwork skills, and a growth mindset. The position offers remote work flexibility within Germany or a hybrid setup in Munich. Apaleo provides various benefits, including flexible working styles, team events, 30 days of vacation, free public transportation in Munich, and access to a wellness pass.

Requirements

• Language Proficiency: Your English skills are top-notch (C1 level) and German C1 in spoken and written communication
• Team Player: You value honesty, accountability, and teamwork. You understand the importance of a positive working culture and treat everyone with respect, offering assistance when needed, and upholding our company values
• Growth Mindset: You embrace an open feedback culture and actively seek growth opportunities. You're an avid learner, always eager to expand your knowledge and adapt quickly to new systems and processes

Responsibilities

• Assist and Empower : Take charge of level 1, escalation ticket inquiries, diagnosing and troubleshooting platform related problems related to customer integrations, and providing exceptional support leveraging your Apaleo platform expertise
• Teamwork and Problem Solving : Collaborate with cross-functional teams, including business development and product experts, to tackle complex challenges and bring our API-first and open platform vision to life
• Elevate Customer Experience : Elevate the customer experience by providing unparalleled support to our customers and clients within the Apaleo API ecosystem
• Continuous Improvement : Embrace opportunities for personal and professional growth by actively participating in our continuous improvement process
• Documentation and Knowledge Management : Identify frequently asked questions, enhance documentation for self-service, prepare reports on customer issues, and maintain the Apaleo knowledge base
• Adaptability: You thrive on flexibility, willingly participating in the on-call rotations

Preferred Qualifications

• 1+ years of experience in support, API, automation, or software, with a preference for those with hospitality background
• Proven ability to manage support cases throughout their entire lifecycle , including initial customer inquiries, issue triage, reproduction, documenting bug reports for development handoff, and case resolution
• Experience working with APIs and technical tools
• Hospitality background

Benefits

• A Diverse & International Team – Work alongside passionate experts from various disciplines and backgrounds, fostering a truly global perspective
• Flat Hierarchy & Flexible Structure – Enjoy autonomy and ownership in an environment that values collaboration over rigid hierarchies
• A Key Role in a Fast-Growing Startup – Be part of one of the most promising international startups in the hospitality industry, right in the heart of Munich
• Fair & Transparent Compensation – Benefit from a clear peer review system and career progression plan designed to reward your growth
• Flexible Working Style – We support flexible hours and remote work, depending on the role
• Engaging Team Events – Join us for cocktail club nights, team dinners, meet-ups, and the legendary Oktoberfest celebrations!
• 30 Days of Vacation – Recharge and enjoy a generous annual leave policy
• Free Public Transportation in Munich – We’ve got your commute covered!
• Access to EGYM Wellness Pass – enjoy a variety of fitness and wellness studios to support your physical and mental well-being