German‑Speaking Customer Support Specialist – EMEA SaaS Product Expert for arenaflex’s Marketing Automation Platform

About arenaflex

arenaflex is a fast‑growing leader in the marketing‑automation and e‑commerce technology space. Our mission is to empower creators, brands, and merchants to turn first‑party data into personalized, revenue‑driving experiences. With a global customer base that spans startups to Fortune‑500 enterprises, arenaflex is building a platform that blends powerful analytics, intuitive email and SMS tools, and seamless integrations to help businesses scale sustainably. We pride ourselves on a culture that celebrates curiosity, collaboration, and continuous learning. If you thrive in an environment where innovation meets impact, you’ll feel right at home at arenaflex.

Role Overview

We are expanding our newly formed Product Expert (Customer Support Specialist) team in Dublin, Ireland. As a German‑speaking Customer Support Specialist, you will be the trusted voice for our EMEA customers, helping them unlock the full potential of the arenaflex platform. You’ll work in a hybrid setting (three days a week in our modern Dublin office) and partner closely with product, engineering, and sales teams to deliver world‑class support.

Key Responsibilities

• Develop and maintain an in‑depth knowledge of the arenaflex platform, including its APIs, integrations, and latest feature releases.
• Provide high‑quality, multilingual product support via email and live chat, ensuring timely resolution of technical and non‑technical inquiries.
• Diagnose complex software issues, reproduce bugs, and work with engineering to drive fixes while keeping customers informed.
• Guide customers on best practices for marketing automation, email deliverability, and e‑commerce setup, translating technical concepts into clear, actionable advice.
• Document troubleshooting steps, create knowledge‑base articles, and contribute to internal process improvements.
• Collaborate with cross‑functional teams to prioritize feature requests and share customer insights that shape product roadmaps.
• Maintain high service‑level metrics (first‑response time, resolution time, CSAT) while delivering a consistently empathetic and professional experience.
• Participate in on‑call rotations and flexible shift schedules to support customers across multiple time zones.

Essential Qualifications (Must‑Haves)

• Minimum 3 years of experience in a customer‑facing role within a SaaS or software environment, with a proven track record of troubleshooting and resolving technical issues.
• Fluent in both English and German (written and spoken), with the ability to craft clear, concise, and friendly communications.
• Strong analytical mindset and comfort navigating complex technical topics such as APIs, HTML/CSS/JavaScript, and basic networking concepts (DNS, IP addressing).
• Demonstrated ability to thrive in a high‑volume, fast‑paced environment while meeting or exceeding defined KPIs and quality standards.
• Flexibility to work varied shifts, including occasional early‑morning or late‑afternoon windows, in addition to standard business hours.
• Collaborative attitude – eager to share knowledge, mentor teammates, and contribute ideas that improve the support experience.
• Self‑motivated, proactive, and resilient, with a passion for helping customers succeed.
• Legal authorization to work in Ireland without sponsorship.

Preferred Qualifications (Nice‑to‑Haves)

• Hands‑on experience with API integrations, webhook configurations, or custom scripting within marketing‑automation platforms.
• Background in MarTech SaaS, email deliverability, or e‑commerce platforms (e.g., Shopify, Magento, WooCommerce).
• Familiarity with ticketing and collaboration tools such as arenaflex (formerly Zendesk) and productivity suites like arenaflex (formerly G‑Suite).
• Completion of the arenaflex Product Certification program (or willingness to pursue it after onboarding).
• Experience working in a hybrid or remote setting, demonstrating strong time‑management and communication skills.

Core Skills & Competencies

• Technical Acumen: Ability to quickly learn and articulate platform functionalities, troubleshoot code‑level issues, and understand integration flows.
• Communication Excellence: Empathetic listening, clear writing, and the capacity to explain complex topics to both technical and non‑technical audiences.
• Problem‑Solving: Creative, data‑driven approach to diagnosing issues and recommending actionable solutions.
• Customer‑Centric Mindset: Commitment to delivering delightful experiences that exceed expectations.
• Team Collaboration: Comfortable working with product managers, engineers, sales, and marketing to champion the customer’s voice.
• Adaptability: Ability to pivot quickly as priorities shift in a dynamic SaaS environment.

Career Growth & Learning Opportunities

At arenaflex, we invest heavily in the professional development of our team members. As a Customer Support Specialist, you will have access to:

• Structured onboarding and mentorship programs that accelerate your product expertise.
• Continuous learning pathways, including internal workshops, external certifications, and tuition reimbursement for relevant courses.
• Opportunities to transition into senior support roles, technical account management, or product‑focused positions as you demonstrate mastery and leadership.
• Regular exposure to cross‑functional projects, giving you a holistic view of the business and a platform to influence product strategy.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that reflects the cost of living in Ireland and the value you bring to the organization. While exact figures will be discussed during the interview process, you can expect:

• A base salary range of €40,000 – €60,000 per year, commensurate with experience and expertise.
• Performance‑based bonuses and potential equity participation, aligning your success with the company’s growth.
• Comprehensive health, dental, and vision coverage, along with mental‑wellness resources.
• Generous paid time off, parental leave, and flexible working arrangements.
• Retirement savings plans with employer matching contributions.
• Professional development budget, access to industry conferences, and internal learning platforms.
• Modern office amenities in Dublin, including collaborative workspaces, quiet zones, and a fully stocked kitchen.

Work Environment & Culture at arenaflex

Our Dublin hub is designed to foster creativity, collaboration, and well‑being. You’ll join a diverse team of innovators who value:

• Inclusivity: We celebrate diverse backgrounds, perspectives, and experiences, ensuring every voice is heard.
• Transparency: Open communication channels with leadership, regular town‑halls, and clear visibility into company goals.
• Innovation: A culture that encourages experimentation, rapid iteration, and learning from both successes and failures.
• Work‑Life Balance: Hybrid work model, flexible hours, and a supportive environment that respects personal commitments.
• Community Impact: Opportunities to volunteer, mentor, and contribute to social‑responsibility initiatives aligned with arenaflex’s values.

Application Process & Next Steps

If you are passionate about delivering exceptional support, love solving technical puzzles, and want to be part of a forward‑thinking tech company, we want to hear from you. To apply, click the “Apply” button below, submit your resume, and include a brief cover letter highlighting your relevant experience and why you’re excited about joining arenaflex.

Join arenaflex and help shape the future of personalized marketing for businesses worldwide.

Apply to this Job