1st Line Support Specialist – DACH

At Shiftbase, we believe time is too valuable to waste on admin. That's why we've built a fast-growing, scalable platform that helps shift-based companies manage scheduling, time tracking, and leave more efficiently and thus freeing them to focus on what matters. With over 8,500 customers across Europe and a goal to help 250,000 businesses by 2034, we're on an exciting growth journey. Join our driven team of 75+ professionals in Zoetermeer, where speed, ownership, and innovation define how we work. At Shiftbase, you'll collaborate with top talent, shape smarter tech, and make a real impact on thousands of businesses every day.

About the role
As a 1st Line Support Specialist for the DACH region, you are the first point of contact for our German-speaking customers. You ensure that they are supported quickly, clearly, and in a friendly manner - via email, chat, or phone.

Your focus is not on cold calling - you work with people who are already interested or are existing customers. You are the first 'helping hand' for incoming inquiries. Your guidance ensures fast onboarding, satisfied users, and strong customer retention.

Whether you're new to the job or already have experience, you'll find the right challenge with us. You manage the entire support process - from the first question through troubleshooting to resolution - and provide insights that help improve our platform and service.

Our vision of success
You'll know you're successful when:
• Customers feel well taken care of after the first contact and are happy to work with Shiftbase.
• You quickly resolve technical problems and minimize frustration.
• Every interaction becomes a small 'aha moment' for the customer - as you help them understand Shiftbase better.
• You actively contribute to the improvement of our help articles and processes.
• Your communication builds trust, leading customers to work with Shiftbase long-term.

What you bring
You are customer-oriented, tech-savvy, and enthusiastic about truly solving problems. You are empathetic, patient, and remain calm when challenges arise.

Requirements:
• German at a native level; proficiency in English or Dutch is a plus.
• You proactively address problems, think along, and can explain things clearly.
• You work in an organized manner and document diligently.
• You have experience working with SaaS or can quickly familiarize yourself with new tools.
• You are committed to constant improvement - both personally and in optimizing our processes.
• You can prioritize effectively and maintain an overview when dealing with many inquiries.

Your responsibilities
• Answer inquiries in German - via email, chat, or phone.
• Assist with technical issues and escalate more complex cases to the 2nd Line Team.
• Conduct brief product demos and demonstrate how Shiftbase simplifies daily work.
• Explain best practices and ensure that customers get the most out of Shiftbase.
• Document solutions and help keep our knowledge base up-to-date.
• Identify recurring issues and provide feedback for product improvements.
• Collaborate closely with Product, Development, and Sales teams.
• Ensure a smooth transition to Customer Success during onboarding.

What we offer
Salary & Benefits
• Junior: €2,800 - €3,100 per month
• Medior: €3,100 - €3,300 per month
• Senior: €3,300 - €3,600 per month
• 25 vacation days (based on a 40-hour workweek)
• Excellent pension scheme
• Travel expense reimbursement or NS Business Card

Development Opportunities
• Real opportunities for growth - for example, towards 2nd Line Support or Customer Success roles.
• Personal development budget
• Hybrid working - flexible arrangements from the office or home
• A strong team that is open to ideas and supportive of your growth

Work Environment & Extras
• A collegial and supportive work atmosphere
• Top equipment: choose between a Mac or Windows laptop
• Free daily lunch and fresh fruit
• Friday drinks, team events, and shared celebrations of success

Is this your next job?

Yes, if you:
• Enjoy solving technical problems and helping others.
• Are eager to build strong customer relationships in an international environment.
• Find it exciting to turn inquiries into real success stories.
• Are ready to take responsibility and feel the impact of your work.
Less suited if you:
• Prefer a slower-paced environment with rigid scripts.
• Do not want close customer contact.
• Are looking for a purely administrative role with no potential for development.


We're looking forward to hearing from you!