Technical Customer Support DACH - German speaking, Utrecht

Are you fluent in German and passionate about solving complex problems for a diverse range of customers? Do you want to help eCommerce businesses grow by delivering high-quality technical support? Then this role might be for you! You’ll be joining our international Support department (6 teams, 9 markets) as part of the DACH Support team, one of our largest and fastest-growing regions. The team currently consists of 7 Technical Support agents supporting customers in Germany, Austria, and Switzerland. We’re an open-minded andcollaborative team of Support professionals. We believe Support isn’t just about fixing problems, it’s about setting our customers up for success, and we do that together. We learn from each other, keep things honest and direct, and enjoy the occasional fun moment along the way. Expect flat hierarchies, room for your ideas, and a team that’s got your back!

Your job As a Technical Support agent, you'll be the first point of contact for customers with questions or issues related to our tool. Channable helps online retailers and agencies automate and optimize their product listings across channels like

Kaufland ,

OTTO ,

Amazon ,

Google , and

Meta . We currently support over 2,500 marketing channels, including price comparison sites, affiliate networks, and marketplaces. Our customer base ranges from independent webshop owners to international brands and agencies, each with their unique needs. No prior experience with eCommerce tools like product feeds or APIs? No problem! We’ll provide extensive onboarding and training to get you fully up to speed. Once enrolled, you’ll start on our first‑line support, handling incoming tickets, diagnosing the situation, preferably resolving it or if needed escalating to our more experienced second‑line support.

Handle incoming tickets via email and phone (in German and English), solving issues, troubleshooting problems, and educating users to use Channable more independently.

Troubleshoot issues related to product feeds, APIs, and marketplace integrations.

Escalate complex cases to second‑line support when needed.

Understand the business goals of our users and help them get the most out of Channable.

Spot recurring issues and share insights internally to improve our product and processes.

Contribute to team rituals, knowledge sharing, and onboarding new colleagues.

Your challenges Channable is a powerful, flexible tool with a wide range of features. Mastering the tool and understanding how our customers use it is key to delivering high‑quality support. You’ll be communicating with both technical and non‑technical users, so your ability to adapt your communication style is essential. You'll also need to balance

speed, clarity, and customer satisfaction

while maintaining a sense of ownership from start to finish. This role offers room to grow. You can take on additional responsibilities, like onboarding new team members, becoming a product area specialist or grow towards our second‑line Support.

What Success Looks Like

You respond quickly, clearly, and empathetically, delivering high quality responses to our customers, earning high CSAT, IQS and internal trust.

You confidently handle incoming issues and elevate only when necessary.

You develop a deep understanding of both the tool and our customers use cases.

You proactively share insights, help teammates, and contribute to team learning.

You are reliable, consistent, and take full ownership of your work.

Who are you? You're curious, analytical, and great at connecting the dots. You enjoy problem solving and have strong communication skills. You're a team player who thrives in a collaborative environment and takes pride in helping both customers and colleagues succeed. You thrive in a flexible fast moving environment where you're encouraged to bring ideas to the table and take initiative.

You have excellent German and English speaking and writing skills;

You're available for at least 4 days/week (32 hours) and can join us in our Utrecht office at least 2 days/week;

You live in (or close to) Utrecht, or are willing to relocate;

Any earlier experience with technical support, preferable in IT or E‑commerce is nice to have.

What do we offer?

The salary range based on 40 hours is between gross€2.850 - €2.950 per month.

8% holiday allowance - 8% of your yearly salary, which is paid together with the May salary.

Annual L&D budget of€1000 to spend on anything you want to learn. You can take full advantage of this to grow professionally.

Saving for old age - we have a saving scheme for old age which can accrue up to 5% of your monthly salary, or you can get an additional +2.5% to your monthly base salary.

Traveling to our office? No problem, we got you covered. (NS Business Card, or€0,23 per km if you decide to use a different means of transport).

Our beautiful, fully renovated historic office in central Utrecht offers a hybrid working policy, requiring just two days in the office per week.

Since you can work from home, we will provide home office supplies.

26 vacation days + 2 reload days based on 40 hours.

We offer a 3-week-long workcation; and an additional 3 weeks, if you live as an expat in the Netherlands!

Having flexible working hours means starting your day between 8.00 - 10.00 am.

We want you to feel good - please feel free to use our discounted Urban Sports Club subscription.

You have free&anonymous access to the OpenUp platform and psychologists. This free service is also available to your family members.

Are you going to become a parent? We think it is important that you spend time with your newborn. Enjoy 5 weeks of 100% paid partner leave!

At Channable, our Chef and Commis Chef prepare fresh meals Monday to Thursday, catering to all dietary needs - including vegan, vegetarian, and gluten‑free - to keep our team fueled and inspired! To round out the week, Fridays feature delicious ordered‑in sandwiches and salads. Or, you can go to the city center to get the lunch of your choice.

Channaweekend - Every year we go for a long weekend with all our colleagues from all over the world.

Channaweek - We believe in bringing people together. That’s why we organize global events like Channaweek where our entire international team gathers in Utrecht to connect and learn from one another.

Additional working conditions like massages, in‑office bar (Channabar), parties, even personal training sessions at our Channagym, video games, and many more!

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