Customer Support Specialist | Frankfurt, Germany | Full-time, Hybrid

About Novada Labs

Novada Labs is a fast-growing technology startup specializing in IP proxy services and web crawling solutions. We provide enterprise-grade infrastructure that enables businesses to gather web data efficiently and reliably. As we scale our operations, we're looking for a dedicated customer support professional to ensure our clients receive exceptional service and technical assistance.

Role Overview

We're seeking a customer-focused support specialist who will be the primary point of contact for our clients. This role combines technical troubleshooting with relationship management, requiring both empathy and technical aptitude. You'll work directly with customers to resolve issues, provide guidance, and ensure they maximize the value of our IP proxy services.

Key Responsibilities

Customer Support & Technical Assistance

• Respond to customer inquiries via email, chat, and ticketing system in a timely and professional manner.

• Troubleshoot technical issues related to IP proxy configuration, API integration, and connectivity.

• Provide step-by-step guidance for setup, implementation, and best practices.

• Escalate complex technical issues to the development team and follow up to resolution.

• Document common issues and create knowledge base articles and FAQs

Customer Success & Relationship Management

• Onboard new customers and ensure smooth implementation of our services.

• Proactively monitor customer usage patterns and identify potential issues.

• Conduct regular check-ins with key accounts to ensure satisfaction.

• Gather customer feedback and communicate insights to product and leadership teams.

• Identify upsell and expansion opportunities within existing accounts

Product & Process Improvement

• Collaborate with the Product team to report bugs, feature requests, and improvement suggestions.

• Contribute to product documentation, tutorials, and user guides.

• Test new features and provide feedback from a customer perspective.

• Help develop and refine support processes and workflows.

• Participate in creating self-service resources to reduce support load

Pricing & Billing Support

• Assist customers with pricing inquiries and plan selection.

• Help customers understand service packages and recommend appropriate tiers.

• Process billing inquiries, invoice questions, and account adjustments.

• Collaborate with sales on custom pricing proposals for enterprise clients

Requirements

Experience & Skills

• Bachelor's degree in Business, Communications, IT, or a related field.

• 0-2 years of experience in customer support, technical support, or customer success roles.

• Experience with ticketing systems is a plus (Zendesk, Intercom, Freshdesk, or similar).

• Strong problem-solving skills and ability to explain technical concepts clearly.

• Excellent written and verbal communication skills in both German and English.

Technical Knowledge

• Technical aptitude and quick learning ability.

• Basic understanding of networking concepts (proxies, IP addresses, APIs).

• Familiarity with command line, API documentation, and REST APIs is a plus.

• Technical background in IT, computer science, or related fields is highly valued.

• Experience supporting B2B SaaS or technical products is advantageous

Languages

• Excellent written and verbal communication skills in both English and German.

• Additional languages (Chinese, Portuguese, Spanish) are a strong plus

Mindset & Culture Fit

• Startup mentality: ability to wear multiple hats and thrive in fast-paced environments.

• Self-motivated and able to work independently with minimal supervision.

• Patience, empathy, and genuine customer-first attitude.

• Strong communication and interpersonal skills.

• Detail-oriented with excellent organizational abilities.

• Entrepreneurial spirit with a proactive approach to problem-solving

What We Offer

• Competitive compensation based on experience and qualifications.

• Opportunity to build customer support processes from the ground up.

• Direct impact on customer satisfaction and retention.

• Professional development and training opportunities.

• Modern office in Frankfurt.

• Flat hierarchies and direct access to leadership.

• Dynamic, international team environment

Location

This is a hybrid position based in Frankfurt am Main. We offer flexible working arrangements with regular office presence required for team collaboration and maintaining our startup culture.

How to Apply

Please send your CV and a brief cover letter to careers@novada.com  Include "Customer Support - [Your Name]" in the subject line.