B2B Customer Support Specialist (f/m/d)

Job description

What we build Most companies find out about supplier insolvencies, cyber attacks, factory fires or floods that affect their supply chain when it's already a crisis. Prewave exists to change that. We're an AI-native company giving BMW Group, Hilti and Lufthansa real-time visibility into supply chain risks before they become headlines. We're looking for a Customer Support Specialist (f/m/d) who takes ownership of the point of contact role for procurement managers, compliance leads, and supply chain professionals at some of the world's largest companies from day one. Someone who uses AI as a default part of how they work - and knows when to trust their own judgment. What you'll own Your day-to-day You are the person our enterprise customers talk to when they need help. That means you need to be fast, precise, and professional. Respond to inbound support cases via Intercom: answer questions, resolve user errors, and perform simple platform actions like user management and supplier uploads. When a request goes beyond what you can solve, route it to the right specialist team with enough context. Own your queue: Track open cases, follow up on escalated tickets, and flag blockers before they become problems. Spot patterns in the questions you receive and turn them into Help Center articles, internal documentation, or improvements to our AI bot's knowledge base. What makes this role different Our support function is still young, and you'll help shape the processes, tools, and workflows as we grow. Work hands-on with AI: you'll help train, test, and improve our AI support bot as we expand what it can resolve without human intervention. Define how we work: from triage logic to conversation scoring, you'll help build the processes and playbooks for a support function that's growing fast. Have direct impact: with 200+ enterprise customers and growing, the way you handle and improve support directly shapes how global companies experience Prewave. What we are looking for 1-4 years of experience in a customer-facing role (e.g. customer support) Strong written and verbal communication in English. Additional languages are a plus (especially German). Organised and reliable: you manage an open case queue without dropping things, meet commitments, and flag blockers early. Customer-first mindset: you take customer problems seriously, follow through, and don't just process tickets. Comfortable learning new software tools quickly. You don't need to be technical, but you should be curious and not intimidated by platforms, AI tools, or new workflows. Nice to Have Familiarity with Intercom or comparable support platforms. Exposure to enterprise customers, large organisations, or complex product environments. Experience with structured triage or ticket routing in a multi-team setup. What's our working style We're a resilient AI-native team building an AI-native resilience product - and we hire for both. For us, AI-native has always meant humans and AI working together, not one replacing the other. We use tools like Claude and Gemini as a normal part of the job, to think faster, work smarter and spend less time on the repetitive stuff. We treat AI fluency as a skill like any other - something you build, experiment with and keep developing. What that works alongside is real ownership . You'll have the space and the trust to figure things out your way - with a strong team around you and plenty of support when you need it. Things move fast here and the brief won't always be complete, but that's what makes the work interesting. The people who do best at Prewave are curious by default, go after things rather than wait to be handed them, and don't lose their footing when the plan changes. We score six values in every interview - creating positive impact, optimising for customer value, being an ambitious innovator, operating with urgency, doing things that make sense and collaborating with kindness - so you always know what we're looking for and can prepare accordingly. The Package Minimum EUR 36,000 gross annually. Flexible hours and hybrid working. Your birthday off. MyClubs partnership. Mental health support. Regular health check-ups and initiatives. Company-wide training. Fun team events. Device of choice. Work from anywhere - up to 8 weeks a year.