Nyati Technology Private

We’re looking for a Customer Support Agent who excels at solving problems with empathy, accuracy, and clarity — all through written communication. In this role, you’ll assist customers via email, chat, and support ticket platforms. You won’t be expected to take calls unless pre-scheduled, and your work will be guided by clearly documented processes and tone guidelines. This is the ideal role for someone who enjoys working independently in a calm, remote-first environment — with clear expectations and minimal distractions. Key Responsibilities Respond to customer inquiries via email and live chat Provide accurate, timely, and friendly support based on internal knowledge base Troubleshoot basic product or account issues and escalate when needed Identify recurring questions and suggest improvements to help articles Track and document all interactions clearly in the support system (e.g., Zendesk, Intercom) Collaborate asynchronously with the support and product teams to resolve customer issues Follow tone, style, and escalation guidelines consistently Requirements 1–3 years of experience in customer support, help desk, or related roles Excellent written communication skills in English Native or fluent German (C1 or higher) Ability to work independently and manage tasks in a remote setting High attention to detail and empathy for users Familiarity with support tools (e.g., Zendesk, Help Scout, Intercom) is a plus Nice to Have Experience in SaaS, e-commerce, fintech, or digital services Prior work in remote-first or async teams Experience creating or editing help center articles Ability to multitask across tools like Notion, Trello, Slack, etc. What We Offer 💻 100% remote role — work from anywhere in Germany ⏰ Choose full-time or part-time hours that suit your schedule 🧘 Calm work environment — no phone shifts, no high-pressure quotas 📘 Clear documentation and onboarding for all tasks 🌱 Supportive team and opportunities to grow into QA, content, or support operations 💼 Competitive hourly or salaried compensation, based on experience and availability Work Style We work async-first — meaning most of your communication will be written and your workday will be flexible. If you value structure, calm collaboration, and clearly defined tasks, this is a great fit.