€36,000 – €36,000MidFull Time
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.
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.
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.
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.
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.
