Tool Owner – Customer Support

Job Description

We open the door to a world of possibilities and give you the chance to set new standards with us. We are looking for people with enthusiasm for innovation, people who are passionate about what they do, forward thinkers, and doers. Is that you? Then our door is open for you.

As a (Junior) Tool Owner – Customer Support (f/m/d), you'll take responsibility for our support systems and processes and actively shape how we enhance the customer experience. You ensure that tools, automations, and workflows run smoothly, continuously improve them, and develop innovative, efficient, and AI-powered solutions together with the Customer Support and Internal Tools teams.

Your Role

• You manage and further develop our support tools (e.g., Zendesk, Confluence, Trello, Azure DevOps) – from setup and automation to reporting.
• You identify automation opportunities within our support processes and implement new solutions in collaboration with the Internal Tools team.
• You work closely with the Customer Support team to align tools and processes with day-to-day operations.
• You drive the adoption of AI-powered solutions in Customer Support – from chatbots to automated workflows.
• You document structures, processes, and best practices to make knowledge scalable and easily accessible.
• You serve as the primary point of contact for all matters related to our support systems, ensuring everything runs smoothly.

Job Requirements

• You have initial professional experience with support or CRM systems such as Zendesk, Freshdesk, Salesforce, or Microsoft Dynamics.
• You have a passion for process optimization, automation, and the use of AI in customer service.
• You are technically savvy and eager to explore new tools – experience with Atlassian, Azure DevOps, or similar platforms is a plus.
• You work analytically and solution-oriented, with a focus on making processes more efficient.
• You communicate clearly in German and English, and you collaborate well with different internal teams.
• You are curious, proactive, and motivated to ensure systems work simply and smartly.

Why Us

• You will get the chance to contribute your ideas in a fast growing, highly motivated team and thus actively shape the future of Nuki.
• Active further development is very important to us. We will support your personal and professional development in the office and outside at conferences, seminars or by sponsoring special literature and also offer German and English courses.
• You have free choice of your computer and operating system (Win/Mac/Linux) and can also use your company smartphone privately if you wish to do so.
• You get December 24th and 31st as one extra day off (=26 vacation days).
• We live and love our flexibility. Therefore, in addition to our extensive flextime model, you are free to work three days a week at home.
• No matter if you want to work part-time or full-time: We consider your individual wishes, support you in all matters, and subsidize ongoing childcare costs.
• You decide how you get to the office: If you use public transport, we will subsidize your climate ticket or offer you parking spaces & charging stations in our parking lot.
• Once a week we have breakfast together. You also get high-quality coffee and tea, regional juices, fruit, and vegetables as much as you want at any time.
• To help you relax during stressful periods, we offer free online yoga classes during working hours or discounts at different gyms and climbing centers. You also have the opportunity to receive professional psychological online counseling as part of our Instahelp cooperation.
• We host team events several times a year. From our 2-day summer event to our beach volleyball challenge, our legendary Christmas party, or the dumpling challenge: we also create shared memories outside the office.

For the advertised position, a minimum salary of € 3,175 gross per month applies according to the collective agreement (no all-in). Willingness to significantly overpay if you have the appropriate qualifications. This position is open for applications in Graz.

About Us

We at Nuki are breaking new ground and are working on a completely keyless future. As one of the fastest-growing companies in Austria, we offer innovative products, a dynamic team of 140 employees, and more than 550,000 satisfied customers. We are pioneers in the Smart Home sector and are looking for people like you who are not satisfied with the status quo and are willing to take on responsibility quickly.

We look forward to getting to know you