Why this role exists
Entrepreneurs have little time. When something doesn't work, they need a clear answer rather than a runaround. Good support is also one of the most honest sources of information about where product and explanations are not yet good enough.
Your outcomes
- Customer requests answered reliably and traceably.
- A maintained knowledge base with answers to common questions.
- Clearly described bug reports for the product team.
- Regular review of which topics customers raise most often.
Your day and scope
Answering requests through the approved channels, reproducing and narrowing down problems, passing on bugs with documentation, writing and updating help articles, and looking for root causes of recurring topics with Customer Success and Product. AI tools support you; responsibility for every answer stays with you.
Boundaries: You own handling support requests and the knowledge base. Strategic account care, implementations and fixing bugs in code sit with other roles.
Your first 90 days
First 30 days
Get to know Peak One and our offers thoroughly, answer requests with support and collect frequent questions.
By day 60
Handle requests independently and write the first missing help articles.
By day 90
Carry support reliably and have presented a first topic review with concrete improvement proposals.
What you bring
- Clear, friendly written communication in German.
- Patience and care, even with the tenth identical question.
- Technical curiosity and willingness to reproduce problems yourself.
- Clean documentation.
What you can learn with us
- Peak One in detail.
- Our support and documentation tools.
When this role is less of a fit
You only want to forward requests without looking for solutions yourself, or written communication is not your thing.
Compensation and conditions
We only commit to compensation, contract type, working hours and location once they are approved. We will tell you all of it concretely in the first call, before you invest time in further steps.
Your application process
Short application
Name, email and your answer to the role's entry question. CV optional.
First call
A personal conversation about the role, conditions and your questions. We cover compensation and location concretely here.
Work sample
An announced, time-bounded task: you answer three fictional customer requests in writing and turn one of them into a short help article. People assess clarity, tone, accuracy and care.
Decision
A person decides, never an AI. You always get a response.
Your entry question
„A customer writes angrily that “nothing works”. What does your first reply look like?“
Apply now