Irland EU)

Next Lotto GmbH

19d•Remote

About The Position

As a Customer Support Agent (m/w/d), you are not only the first point of contact for our users but also an important part of our product development. You ensure that customer inquiries are not only resolved but also used as structured insights. Your goal is to contribute to building better data-driven products through clear communication, clean documentation, and a good understanding of our systems.

Requirements

Experience in customer support, ideally in a digital or product-related environment.
Very good written communication skills in German and good English.
Ability to explain complex technical or product-related topics understandably.
Experience in structured work with data (e.g., ticket evaluation, pattern recognition).
Confident use of digital tools and systems (e.g., Helpdesk, Notion, Slack).
Ability to work in a structured and focused manner even with high inquiry volume.
Interest in data-driven work and continuous optimization.
Openness to AI tools and automation in support.
Analytical thinking and a good sense for patterns and connections.
High degree of personal responsibility and structured way of working.
Calmness and overview even under high load.
Clarity in communication – internal and external.
Focus on quality and continuous improvement.
Team orientation and willingness to actively share knowledge.
Openness to new technologies, processes, and ways of working.
Min. 3 years of experience in customer support, ideally in a digital, product, or tech-related environment.
Experience with AI tools or automation is a plus.
Education or studies are secondary – what counts is your structured thinking and practical experience.

Nice To Haves

Experience with structured data or reports is an advantage.
Experience with AI tools or automation is a plus.

Responsibilities

Efficiently and structurally process customer inquiries via email and community channels.
Formulate answers clearly, precisely, and consistently – with a focus on comprehensibility and quality.
Maintain an overview and work structurally, even during peak phases (e.g., with high jackpots and significantly increased ticket volume).
Systematically capture, cluster, and document customer feedback in a way that is usable for product and development.
Identify and actively highlight recurring themes and patterns.
Continuously improve existing content, answers, and knowledge structures.
Utilize AI-powered tools in daily support work and help to further optimize them.
Contribute to the team in improving support processes in a data-driven and more efficient manner.

Benefits

Competitive salary and trust-based working hours.
30 vacation days per year.
2 additional public holidays (December 24th + December 31st).
Generous further education budget.
Unusual team events.
Innovative benefit program.
Open, honest, and direct communication. Your ideas are welcome!
A feedback session every quarter to grow together.
Everything you need for your daily work: MacBook, headphones, etc.
A modern and inspiring work environment in Berlin or Konstanz am Bodensee with a spacious roof terrace.
A further education day per month and a generous further education budget for your personal development.
An experienced team colleague will accompany you from the beginning to help you get started.