Offer summary

Qualifications:

At least 3 years of customer support experience, preferably in the travel or tech industry., Experience with API-based products and technical support, including log analysis., Proficient in English (C1 level) and German (C1 level) in both spoken and written communication., Strong teamwork skills and a growth mindset, with a focus on continuous improvement..

Key responsabilities:

Manage level 1 and level 2 technical support inquiries and escalate issues as needed.

Collaborate with cross-functional teams to address complex challenges related to the API platform.

Enhance customer experience by providing exceptional support to clients and app partners.

Document technical questions and maintain the knowledge base for self-service support.

Job description

We are Apaleo!

At Apaleo, we’re revolutionizing the hospitality industry with our API-first property management platform, giving businesses the power to build a tech ecosystem that enhances both guest experiences and staff efficiency. With seamless integrations to hundreds of apps through the Apaleo Store, our platform simplifies operations, elevates the guest journey, and drives revenue growth.

And it’s not just our business that’s growing fast, our team is growing too!

Are you ready to make an impact? We’re looking for a Technical Customer Support (f/m/d) to join our dynamic team and help shape the future of hospitality technology!

Your Role in Enhancing Customer Experience:

As a vital member of our Customer Support team, you'll play a crucial role in empowering our customers to make the most of our platform.

Assist and Empower: Take charge of level 1, level 2 and technical inbox escalation ticket inquiries, diagnosing and troubleshooting technical problems related to customer integrations, and providing exceptional support leveraging your API and 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, app partners, 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 technical questions, enhance technical documentation for self-service, prepare reports on customer issues, and maintain the Apaleo Dev knowledge base.
Adaptability: You thrive on flexibility, willingly participating in the on-call rotations.

About You:

We're seeking a dedicated team member with the following qualities:

Customer Support Experience: You bring at least 3 years of customer support experience, ideally from the travel or tech industry, ideally worked with API-based products (like SaaS/IaaS/PaaS), or from international customer support teams.
Technical Skills: If you possess 3 or more years of experience in customer-facing technical support, including extensive work with APIs and log analysis, it would be highly preferable.
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.

We will give strong consideration to candidates who meet the following criteria:

2-3 years of experience in technical support, API, automation, or software, with a preference for those with project implementation experience.
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 in Accounting/Finance-related support is highly desirable.

If you meet these qualifications or believe you have the potential to excel in this role, we encourage you to apply. Your passion for delivering exceptional customer experiences and your commitment to detail-oriented problem-solving matter most to us.

We offer:

A diverse team of motivated and international experts from various disciplines and backgrounds;
Flexible structure with a flat hierarchy;
A key role in one of the most promising international start-ups in the hospitality industry, located in the heart of Munich;
Fair compensation with a transparent peer review and career progression plan;
Flexible and free choice of work location + we support remote work;
Team events: cocktail club, dinners, meet-ups
30 vacation days per year;
Free public transportation inside the city of Munich.

What You Will Get From Us:

You will be a part of an exciting, open and agile team, where your voice matters and where it has a company-wide impact. We are committed to building a diverse and inclusive environment for everybody. With us, you not only have the opportunity to shape the future of hospitality but also to shape your own career in any direction. We want you to grow with us!

We are an Equal Opportunity and Affirmative Action Employer, who encourages applications from all qualified individuals without regard to colour, race, religion, gender identity, sex, gender expression, national origin, age, marital status, disability, or to other non-work-related factors.

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