Sales & Customer Support Specialist EMEA (m/w/d)

**IMPORTANT: Please be aware, scammers may try to impersonate Zello by reaching out regarding job opportunities. We will never ask you for bank account information, checks, or other sensitive information as part of our hiring process. All correspondence will come from the email domain. If you’re unsure, please email with questions.** ## **About Zello** Zello is a voice-first communication platform, powered by our industry-leading push-to-talk technology, to improve collaboration and productivity for desk-less workers. With over 175+ million users, we’re the #1 rated push-to-talk app in the world, delivering 9 billion (yes, with a B) messages a month. At Zello, our company values are at the heart of what we do everyday. We’re proud to serve the frontline, we’re privileged to connect people in times of crisis across the globe, and we’re honored to support first responders. And this is where you come in. Zello keeps frontline teams connected with instant push-to-talk voice. Our customer base across Europe, the Middle East, Africa, and Asia-Pacific is growing faster than separate sales and support queues can keep up with. This role owns the inbound experience for those customers end to end, from the first pricing question to the first support ticket, so new customers buy faster and stay longer. You'll be based in Munich, report to our Sales Leader EMEA, and work closely with our Account Executives, Support, and Customer Success teams. ## **After a successful first year, you will** - Have owned inbound EMEA and APAC leads end to end, responding to every new inquiry within one business day and converting at least 20% of qualified leads into paying customers. - Have closed a steady monthly run-rate of new SMB deals and plan upgrades, with every opportunity tracked accurately in HubSpot. - Have resolved at least 80% of support tickets on first contact, with customer satisfaction at or above team target. - Have built a library of macros, setup guides, and FAQ answers that measurably reduced repeat tickets on the most common topics. - Have handed off at least 10 qualified expansion opportunities to Account Executives, becoming a reliable source of enterprise pipeline. ## **What you'll do** - Respond to inbound inquiries, demo requests, and trial sign-ups from across EMEA and APAC, qualify them, and close SMB deals and plan upgrades. - Run demos and onboarding calls in English, showing frontline teams how Zello fits the way they already work. - Work the support queue in HubSpot: troubleshoot account, channel, and device issues across Android, iOS, rugged handsets, and PTT accessories. - Escalate what you can't solve to Tier 2 and Engineering with clean reproduction steps, and close the loop with the customer. - Keep HubSpot accurate, with every contact, deal, and ticket logged and a clear next step. - Spot customers outgrowing self-serve and hand them to Account Executives with the context they need to win. - Turn recurring questions into help content and macros, and feed customer feedback back to Product. ## **Who you are** - You've spent 2+ years in a role that combined selling and supporting customers, such as inside sales, SaaS support, or customer success, and can point to deals you closed and customers you kept. - You speak and write fluent English. Another language is a plus. - You're based in Munich, or ready to be. - You troubleshoot hands-on: you're comfortable setting up Android and iOS devices, two-way radios or rugged handsets, and working through Wi-Fi, LTE, or Bluetooth issues until it works. - You've worked in HubSpot or a comparable CRM and ticketing tool, and you keep your records clean without being chased. - You explain technical things in plain language to people who aren't technical, like a warehouse supervisor or a dispatcher mid-shift. - You follow through: when you tell a customer you'll get back to them, you do, and they remember it. - You raise problems early and share what you learn, so the next ticket or deal goes faster for the whole team. ## **This Role Is Not** - A pure support role measured only on ticket volume. Sales outcomes are half the job. - An enterprise Account Executive role. Large, multi-stakeholder deals go to the AE team. - A Tier 3 engineering role. You diagnose and escalate; you don't fix code. - A people management role. We hire for potential, passion for our mission, and a knack for solving difficult problems over checking every qualification box. We have competitive pay, equity with significant upside, and intentionally design our benefits to encourage healthy and well-balanced employees, flexible schedules and time off. We even offer a sabbatical after every five years of service so you’re able to pursue and enjoy what matters most to you. And of course, we wouldn’t be a technology company without a ping-pong table and free snacks in our break room. Join us! *Zello provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.* All Zello personnel are required to comply with defined security, privacy, and compliance requirements applicable to their role along with requirements that are applicable to all Zello personnel.