Customer Support Specialist (f/m/d) at Prewave

Vienna, Vienna, Austria -

Full Time

Start Date

Immediate

Expiry Date

06 Aug, 26

Salary

0.0

Posted On

08 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, B2B SaaS Support, English Communication, Case Management, Intercom, Technical Troubleshooting, Documentation Writing, AI Tooling, Stakeholder Communication, Triage Logic, User Management, Supplier Uploads

Industry

Software Development

Description

About Prewave Prewave is a Vienna-based scaleup building an AI-powered supply chain intelligence platform. Over 200 global enterprises, including Toyota, Lufthansa, Ferrari, and Volkswagen, rely on us to manage supply chain risk and compliance. We're looking for a Customer Support Specialist (f/m/d) to join our CS Operations team. You'll be the point of contact for procurement managers, compliance leads, and supply chain professionals at some of the world's largest companies. AI is central to how we run support, and you'll work with it daily. This role suits someone who is organized, takes ownership of their queue, and is comfortable communicating with senior stakeholders. You should be curious about the technical side of how support systems work and motivated by the idea of becoming a trusted point of contact for enterprise customers. Prior experience in B2B SaaS support is helpful but not required: we value the right attitude, reliability, and the willingness to learn. Your mission 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. Your profile Must-Haves 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 we offer you An extensive compensation package The minimum yearly compensation (based on the Austrian collective agreement) for this role is EUR 36.000 gross a year. The actual compensation package is based on your qualifications and experience. Inclusive and Supportive Work Environment: Join a dynamic team in a welcoming and inclusive atmosphere. We celebrate diversity and are committed to fostering a workplace where all backgrounds, identities, and experiences are valued. Your voice is important here. Work-Life Balance: Your well-being matters. Enjoy options for working from home to promote a healthy balance between your professional and personal life. What our employees love: Celebrate Your Birthday: Enjoy an extra vacation day to make your birthday special. Office Snacks and Fruits: Stay energised with a variety of snacks and fresh fruits available in the office. Engaging Team Events: Join us for cheese tastings, Ping-pong tournaments, company dinners, seasonal celebrations, and more to foster a vibrant team spirit. Health and Wellness Initiatives: Participate in team sports through our partnership with Eversports, support your mental well-being with guidance from our workplace psychologist, and benefit from health initiatives such as shiatsu sessions, vaccinations and regular health check-ups to prioritise your physical and mental well-being. Your device of choice: whether it's Windows, MacOS or Linux, we'll let you choose your preferred operating system. About us We, at Prewave, take pride in encouraging and ensuring a sustainable, transparent and resilient supply chain for all. In our platform, our clients can utilise several tools to understand, analyse and anticipate any risks coming their way. We are using AI technologies to identify and predict these risks. Our passion for more ethical business practices carried us to be one of top 10 startups in Austria in 2022 by LinkedIn, the best idea spot in 2023, and #7 in best startups list in Austria in 2024 by Trend Magazine. We are based in Vienna, Austria, and we already have our first office in Paris. We enjoy our work with our team members from all around the world. We are a huge community from more than 35 nationalities already, and counting! If you crave to belong to a fast-moving and diverse environment, we are one click away. Let's start chatting!

Responsibilities

Act as the primary point of contact for enterprise customers to resolve support cases and manage platform actions via Intercom. Help shape support processes and improve the AI support bot's knowledge base and efficiency.