Customer Support Services Fiduciary Agent

Job description

## **About Jimdo** We exist to unleash the power of the self-employed - helping solopreneurs and micro-businesses thrive by doing what they're passionate about and removing the complexity of building lasting, successful businesses. Jimdo started in 2007 when three school friends built a website builder in a Northern German farmhouse to help everyone build a presence online. Today, we're a profitable, remote-first company with 220+ people from 50+ nationalities working across 15+ countries. We've helped build over 36 million websites to get online across the world. We're more than just a website builder. We're an AI-powered platform that helps self-employed people actually run and build successful businesses — from getting found online, winning customers and running their business with a peace of mind by knowing exactly what to do next to move forward. At the heart of Jimdo is a strong belief in personalized, data-driven guidance. Our platform combines design, business tools, and an AI-powered core that turns real customer data into clear insights and next steps helping our customers focus on what moves their business forward. ## **Role Overview :** This role starts with a strong foundation in day-to-day customer support. You will begin by handling regular customer inquiries to build deep knowledge of our products, customer journeys, tools, and internal workflows. This phase is essential for understanding real customer needs, common friction points, and how our systems work end to end. As you gain confidence and context, the role evolves into a highly specialized CSS Fiduciary Agent position. You will take ownership of our most complex and sensitive customer cases, including billing, payments, contracts, disputes, and exceptional commercial situations. Acting with fiduciary responsibility, you’ll make thoughtful, fair, and compliant decisions that balance the customer’s best interest with long-term company sustainability. Beyond resolving individual cases, you will look for root causes behind recurring issues, proactively guide customers toward better outcomes, and feed insights back into product and process improvements. Your work directly strengthens customer trust, improves retention, and reduces future customer friction by ensuring issues are solved correctly and responsibly at their root. ## **Your impact:** - Start in hands-on customer support to learn our products, customer journeys, and internal workflows. - Take ownership of complex cases across billing, payments, contracts, refunds, and disputes. - Own customer interactions end to end, ensuring accurate resolutions and high-quality documentation. - Apply sound judgment in fiduciary decisions, including commercial cases. - Identify recurring issues and share actionable insights to help prevent future customer problems. - Proactively engage customers to guide outcomes, build trust, and support retention. - Collaborate cross-functionally to continuously improve service quality and decision-making. - Help shape a hybrid customer experience where human judgment and AI work together effectively. ## **What you bring:** - 3+ years in Customer Support, Success, or similar roles - Proven experience with payments, billing, or financial processes - Experience in SaaS, fintech, or high-volume environments - Strong sense of ownership, sound judgment, and a customer-first mindset. - Comfort working in ambiguous situations and handling sensitive or regulated topics responsibly. - Experience with support and collaboration tools such as Zendesk, billing systems, Google Workspace, and Slack. - Bonus: Fluency in German or French. ## **What we offer:** **Inspiring Mission:** At our core, we are driven by a meaningful mission - to empower solopreneurs and small businesses to succeed and to contribute to the sustainability and vibrancy of the communities they serve. **Flexibility and Trust:** Our work environment thrives on flexibility and trust. We offer fully remote work set-up with opportunities for in-person collaboration. You can manage your working hours flexibly because we prioritize the results you deliver over the number of hours you put in. **An International Diverse Team:** Our team is a mosaic of over 248 individuals hailing from 50+ different countries and working across 15+ diverse locations. We take pride in our openness and inclusivity. **Continuous Growth and Career Development:** We invest in your growth with company-wide access to LinkedIn Learning and curated learning paths. From day one, you have the chance to contribute your ideas and create a meaningful impact. Our flat hierarchies and swift decision-making processes provide an open platform for your career progression. **Competitive Benefits Package:** - Annual compensation reviews to ensure you're rewarded fairly. - A remote office set-up bonus to enhance your workspace. - An employee assistance program, offering resources and counseling. - Plus, a perk that keeps giving: up to three free Jimdo websites for your personal or professional projects that you get to keep forever. *Jimdo is proud to be an equal opportunity employer. This means that we don’t discriminate based on race or ethnic origin, color, the language(s) you speak, where you (or your parents) are from, or whether or not you consider yourself to have a disability. Neither will your age, gender, gender identity, sexual orientation, religion, beliefs, or political opinions play a part in your application with us. Our diverse team values and celebrates the uniqueness of each individual. We embrace differences and believe that they enrich our organization, making us stronger and more innovative. Join us, and let's continue to create a workplace where everyone can thrive, regardless of background or identity.* *By sending your application, you declare that you read and understand the* [*Jimdo Applicant Privacy Policy*](https://www.jimdo.com/info/privacy-applicants/?_ncr=true)