You are the first person the people who use NFCeez turn to: you solve their problem the first time and make sure they stay because they love the product.
The role
NFCeez helps cafés, restaurants, bars and bakeries look as good online as the big chains: their own Smart Page, a menu, bookings and a loyalty card in Apple and Google Wallet, opened with one tap on an NFC sticker. You are the person business owners talk to when they need help. You answer them in the app chat, in live chat and by email, you solve their problem the first time, and you make sure they stay with us because they love the product. You work directly with the founder and help build our customer care from the start.
What you'll do
- Answer business owners in the app chat, the live chat on our help center and by email: friendly, clear and quick.
- Take over conversations from our AI assistant when a customer wants a person, without making them repeat anything.
- Help with everything in the app: Smart Pages, digital loyalty cards, menus, bookings, NFC stickers and cards, plans and billing questions.
- Find the cause of a problem, fix what you can yourself and pass bugs to the product team with clear steps to reproduce them.
- Keep your reply times within our targets and keep every conversation tidy: status, tags, notes.
- Reach out to customers who might leave, for example when they switch off renewal or stop using the app, and help them get value again.
- Guide new customers through setup until their Smart Page is live and their first guests have tapped.
- Decide on goodwill within clear limits, such as a free reprint after a problem on our side.
- Improve our help-center articles and saved replies from what customers really ask.
- Collect feedback and feature wishes and share them with the team every week.
What you bring
- Fluent German and English, in writing above all. Turkish, French, Spanish or Italian is a big plus.
- At least one year in customer support, ideally for an app or software, or a hospitality background and a love for technology.
- A calm, warm writing style, also when a customer is upset.
- You're comfortable with phone apps and pick up new tools fast.
- You work independently and reliably, and you like to finish things properly.
- A quiet place to work and a stable internet connection.
- Availability for shifts between 08:00 and 20:00 Berlin time, including some weekends on rotation.
What we offer
- Work from anywhere in the world.
- Full-time, part-time or freelance: we find what fits your life.
- Our own support panel with AI translation and reply drafts, so you can help customers in more languages.
- Real influence: you shape how NFCeez takes care of its customers.
- Room to grow into a team lead role as the team grows.
How to apply
Send us your CV and a few lines about a moment when you helped a customer really well. Use the application form below.