Why This Job is Featured on The SaaS Jobs
Customer Care roles remain one of the most direct ways to understand how SaaS products succeed or fail in real-world use, and this position sits close to that feedback loop. Staffbase operates an AI-native employee experience platform with multiple channels (intranet, app, email), which typically means issues span integrations, permissions, and content delivery across environments. That breadth makes customer care a practical vantage point on a modern, multi-surface SaaS product.
For a SaaS career, the value here is the mix of customer-facing problem solving and technical investigation. Working tickets end-to-end, identifying potential bugs, and coordinating with Development and Customer Success builds fluency in how SaaS teams triage, prioritize, and resolve product friction. The emphasis on web fundamentals like SSO and APIs also develops a transferable toolkit for support, solutions, or technical account paths across B2B SaaS.
This role fits professionals who like structured ownership, clear communication, and methodical troubleshooting rather than purely scripted support. It should suit someone comfortable working in German and English and interested in being a primary technical point of contact for customers while collaborating closely with internal product-facing teams.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About Staffbase
We inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication with the first AI-native Employee Experience Platform. Our industry-leading and award-winning agentic AI communications channels - intranet, employee app and email solutions - create engaging experiences that connect and empower employees.
Headquartered in Chemnitz, Germany and New York City, with offices in Berlin, London, Sydney, Tokyo, Prague, and Minneapolis–St. Paul, our diverse team of 750+ employees supports 2,000+ customers—reaching over 16.4 million employees—in transforming their employee experience.
We are proud to be a Unicorn company—privately valued at over $1 billion—demonstrating strong growth, innovation, and lasting impact in our industry. Together, we’re shaping the future of workplace communication.
We are growing our Customer department! We are looking for a Customer Care Agent. In this role, you will mainly focus on supporting our customers with all kinds of inquiries to ensure the customers’ ongoing satisfaction. With your deep product knowledge, you will be in direct contact with our customers and other internal teams, primarily with Development and Customer Success Management departments.
To support our customers as best as possible, we are looking for colleagues who are open to work from 9am - 6pm Central Time, Monday to Friday.
What you’ll be doing
- Deliver outstanding customer service, primarily via email, phone and video call
- Take full ownership of support tickets and guide them through all process stages until the best solution is found
- Investigate potential bugs and errors, escalate when necessary, and keep relevant teams continuously informed
- Perform deep troubleshooting on complex issues to identify root causes
- Act as the primary technical contact for key customers
- Proactively reach out to customers who may be affected by an issue to provide timely updates and guidance
What you need to be successful
- Experience in customer support with a strong customer-focused mindset, showing empathy and patience in every interaction
- Excellent communication skills, with the ability to engage effectively with both customers and internal stakeholders
- Strong problem-solving abilities combined with a structured, solution-oriented approach
- Foundational knowledge of web technologies (SSO, APIs, HTML/CSS) and the ability to apply this in troubleshooting scenarios
- Fluency in both German and English, written and spoken (min. Level C1)
- Familiarity with support tools such as Zendesk, Jira, Confluence, or Slack is an advantage
What you'll get
- Competitive Compensation - we offer attractive salary packages including LTIP (Long Term Incentive Plan)
- Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of €1560
- Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
- Wellbeing - Monthly Wellbeing Allowance €35, from fitness to mental health, hobbies to relaxation
- Support - we’re offering a company pension scheme
- Volunteers Day - you’ll get one day off per year for supporting a social project
