Customer Care Specialist - Hosting

Looking to be the operational heart of the service experience?

Join a hyperscale-focused data centre developer and operator delivering high-performance facilities for cloud, enterprise, and AI workloads across the U.S. and international markets. The team builds scalable, reliable, and efficient data centres that support cutting-edge technology and large-scale computing demands. 

This role combines client engagement with operational delivery, acting as the primary interface for enquiries, issue handling, and service coordination. You’ll work with internal teams to maintain service excellence, strengthen customer relations, and improve processes that enhance satisfaction and retention.

Apply now to be at the forefront of service delivery, helping clients succeed while improving operational excellence!

Responsibilities:

• Act as first point of contact for incoming customer enquiries and support requests.
• Support customer incidents, service requests, and concierge-level operational tasks (remote hands, access requests, etc.).
• Record, manage, and resolve tickets in the service management tool (e.g., ServiceNow).
• Coordinate internal partners (Operations, NOC, Billing, Sales) to fulfil customer needs.
• Facilitate customer onboarding and transitions to service delivery.
• Work closely with technical teams to escalate and track issue resolution.
• Provide knowledgeable, clear, and timely communication to customers.
• Maintain accurate customer records, service actions, and SLAs in CRM systems.
• Participate in service reviews and customer satisfaction follow-ups.
• Support audit activities by providing documentation and evidence of customer interactions.

Skills/Must have:

• Several years of experience in customer support, account management, or service delivery within a technical environment (ICT, cloud, data center, managed services, etc.).
• Strong understanding of service management processes, levels, and KPIs.
• Comfortable working with ticketing and CRM tools (e.g., ServiceNow, Salesforce).
• Ability to translate customer requirements into actionable internal tasks.
• Excellent communication skills in German and English (written & spoken).
• Strong organisational skills, attention to detail, and a service-oriented mindset.
• Ability to handle multiple enquiries and priorities with ownership and reliability.
• Team player who works collaboratively across functions including Sales, Operations, NOC, and Billing.

Salary:

• €57,000+ 5% bonus