Babbel is the top-selling language learning platform globally. We are driven by our purpose of creating mutual understanding through language. Through the Babbel app, Babbel Live classes, Babbel podcasts, and Babbel for Business products, we provide learners with the most effective solutions, enabling them to communicate in real-life scenarios with real people.

The Babbel team is as diverse as our content. With headquarters in Berlin, Germany and our US office in New York, we're a team of 1,000+ people from over 80 different nationalities. 

For more information about Babbel and our language learning solutions, please visit www.babbel.com or download our app from the App Store or Play Store. 

We are looking for a Technical Consultant to join our Customer Service team in the heart of buzzing Berlin! 

We're on the lookout for a highly skilled and motivated individual to join our Customer Service Team as a Customer Service Technical Consultant (Tooling & Automation Specialist). In this role, you'll play a crucial part in optimising and maintaining the tools essential to our customer service operations, with a primary focus on Zendesk. The ideal candidate will have a strong background in administering Zendesk (or a similar tool), experience in creating automations, triggers and macros, and a passion for leveraging technology to enhance customer support efficiency.

You will:

• Administer and customise Zendesk to meet the evolving needs of our customer service team
• Create and maintain workflows, automations, and macros to streamline support processes
• Optimise the use of Zendesk features to ensure the team operates efficiently and effectively
• Develop and implement AI chatbots to enhance customer interactions and provide quick resolutions.
• Implement and manage ticket deflection strategies to reduce inbound ticket volume
• Create and maintain high-quality help centre content that addresses common customer queries and issues
• Develop and optimise agent macros to facilitate faster responses and issue resolution
• Collaborate with cross-functional teams to understand their requirements and provide solutions that align with the overall customer service strategy
• Work closely with IT and other relevant departments to integrate tools seamlessly and troubleshoot any technical issues
• Provide training and documentation for customer service agents on the effective use of tools and features
• Keep documentation up-to-date with the latest features, best practices, and troubleshooting steps

You have:

• Ability to learn quickly
• Fluency in verbal and written English (other languages are an advantage)
• Excellent problem-solving skills and attention to detail
• Effective communication and collaboration skills
• Proven experience in administering Zendesk or a similar customer service tool
• Knowledge and hands-on experience in creating advanced automations, triggers and macros within Zendesk
• Strong understanding of ticket deflection strategies, including creating excellent help centre content creation and team macro development

Nice to have: 

• Previous experience in building and optimising AI chatbots for customer support.
• Familiarity with conversational design principles and best practices.
• Basic understanding of programming languages, for example, HTML
• Worked with optimising User Interfaces or UX Background 

Some perks of becoming a Babbelonian:

• Enjoy 30 vacation days and the chance to take a 3-month Sabbatical. Plus family and life situation counseling.
• Decide how, when and from where you want to work with our flexible working hours and remote friendly options as Jobbatical (up to 3 months inside the EU) or work from our fully equipped office with nap, faith and family rooms. 
• Learn and grow with the internal learning opportunities, and use a yearly learning & development budget for external training. Learn languages with Babbel for free with your full access to Babbel & Babbel Live classes.
• Take advantage of your mobility benefits options and a discounted Urban Sports Club membership. 
• Be part of our employee communities (such as Femgineers, DE&I Ambassadors and LGBTQIA groups), attend cultural and regular social events. 

Diversity at Babbel

As part of our ongoing journey towards building a diverse, equitable and inclusive company, we welcome everyone to apply, especially those individuals who are underrepresented in tech. We are a learning company, inside and out, and we encourage you to apply even if you do not fit all the technical requirements - all candidates are assessed based on skills, qualifications and on our business needs. Please state your pronouns in your application, and let us know if you’d like to be addressed by a name other than the one appearing on your official documents. If you have a disability or special need, feel welcome to inform us, so that we can provide you with the proper assistance in the application process.

Sounds good? We are already looking forward to hearing from you! Check out also our jobs page, our blog andour techblogto get an impression about #lifeatbabbel!