Customer Support Specialist – Part-Time CHF 60,000 - 100,000 Bundesstrasse, Lucerne Startup Regular Part-Time German No Requirements Must: • Experience in customer support within the B2B SaaS or tech environment • Excellent communication skills in German and English • Basic technical understanding of SaaS, cloud, and interfaces (APIs) • Strong service orientation and enjoyment in direct contact with customers • Experience with support tools or ticketing systems (e.g., Intercom, Zendesk, HubSpot Service Hub) is an advantage • Knowledge of cloud environments and interfaces (Azure, APIs) • Hands-on mentality, solution-oriented, and team-promoting • Completed commercial or technical training, a degree is an advantage Not meeting all requirements yet? We value your potential and willingness to learn. Even if you haven’t met all the criteria yet, we look forward to your application. Technologies AI Azure Cloud Support Slack MS Teams API Responsibilities • Handling inquiries via chat, email, and phone (first- and second-level support) • Analyzing and resolving issues in close collaboration with engineering and product management • Creating and maintaining support documentation, FAQs, and knowledge bases • Feedback of customer insights to product and engineering teams • Monitoring relevant support KPIs (e.g., first response time, resolution time, CSAT) • Supporting onboarding of new customers and introducing new features • Escalation management and forwarding complex cases to support engineers or customer success • Contributing to continuous improvement of support processes and tools Methodology Description We eliminate administrative tasks in companies. With our intelligent document processing, we transform unstructured data into usable information. Building on this, we develop specialized solutions for accounting, taxes, and auditing – using modern AI and a state-of-the-art tech stack. We are an ambitious team with big goals – and we are looking for committed teammates to help us realize our vision together. Your Role You are the first point of contact for our customers and help them quickly, competently, and empathically with questions and issues. With your technical understanding and communication skills, you ensure that our customers can successfully implement their solutions – and provide valuable insights back to the product team. As a Customer Support Specialist, you are the voice of Docpier to our customers – friendly, solution-oriented, and reliable. What we offer you • Fair conditions: 40-hour workweek, 5 weeks of vacation, plus a day off on your birthday • Modern environment: Central office in Lucerne & top equipment • Team culture: Open communication & collaboration on equal footing • Trust & freedom: Take responsibility and actively contribute • Extras: Coffee, tea & snacks included Note to personnel recruiters: We only consider direct applications. Offers or dossiers from recruitment agencies will not be considered or answered. 40-hour work week 5 weeks vacation Coffee, tea Flexible work time Snacks & drinks Standing desk Well-connected office Hybrid work Startup culture Home office/Remote 3 days per week