Jimdo is hiring a Customer Support Services Fiduciary Agent to build a hybrid customer experience where human judgment and AI work together. This role begins with hands-on customer support to build deep product knowledge before evolving into a specialized agent handling complex and sensitive cases.
What You'll Do
- Start in hands-on customer support to learn products, customer journeys, and internal workflows.
- Take ownership of complex cases across billing, payments, contracts, refunds, and disputes.
- Own customer interactions end to end, ensuring accurate resolutions and high-quality documentation.
- Apply sound judgment in fiduciary decisions, including commercial cases.
- Identify recurring issues and share actionable insights to help prevent future customer problems.
- Proactively engage customers to guide outcomes, build trust, and support retention.
- Collaborate cross-functionally to continuously improve service quality and decision-making.
- Help shape a hybrid customer experience where human judgment and AI work together effectively.
What We're Looking For
- 3+ years in Customer Support, Success, or similar roles.
- Proven experience with payments, billing, or financial processes.
- Experience in SaaS, fintech, or high-volume environments.
- Strong sense of ownership, sound judgment, and a customer-first mindset.
- Comfort working in ambiguous situations and handling sensitive or regulated topics responsibly.
- Experience with support and collaboration tools such as Zendesk, billing systems, Google Workspace, and Slack.
Nice to Have
- Fluency in German or French.
Technical Stack
- Zendesk
- Google Workspace
- Slack
Team & Environment
You'll join an international team of 250+ people from 50 nationalities based in over 15 countries, characterized by flat hierarchies and swift decision-making.
Benefits & Compensation
- Annual compensation reviews.
- Remote office set-up bonus.
- Workation policy.
- Employee assistance program.
- Up to three free Jimdo websites for personal or professional projects.
Work Mode
This is a fully remote position, with opportunities for in-person collaboration.
Jimdo is proud to be an equal opportunity employer that does not discriminate based on race, ethnic origin, color, language, origin, disability, age, gender, gender identity, sexual orientation, religion, beliefs, or political opinions.
