B2B Customer Support Specialist (fmd)

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.

Were looking for a Customer Support Specialist (f/m/d) to join our CS Operations team. Youll be the point of contact for procurement managers compliance leads and supply chain professionals at some of the worlds largest companies. AI is central to how we run support and youll 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 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 bots knowledge base.

What makes this role different

Our support function is still young and youll help shape the processes tools and workflows as we grow.

• Work hands-on with AI: youll 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 youll help build the processes and playbooks for a support function thats 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.

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 dont just process tickets.

• Comfortable learning new software tools quickly. You dont 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.

Were aresilient AI-nativeteam building an AI-native resilience product - and we hire for both. For us AI-native has always meant humans and AI working together not one replacing the other. We use tools like Claude and Geminias a normal part of the job to think faster work smarter and spend less time on the repetitive stuff. We treat AI fluency as a skill like any other - something you build experiment with and keep developing.

What that works alongside isreal ownership. Youll have the space and the trust to figure things out your way - with a strong team around you and plenty of support when you need it. Things move fast here and the brief wont always be complete but thats what makes the work interesting.

The people who do best at Prewave arecuriousby default go after things rather than wait to be handed them and dont lose their footing when the plan changes.

We scoresix valuesin every interview - creating positive impact optimising for customer value being an ambitious innovator operating with urgency doing things that make sense and collaborating with kindness - so you always know what were looking for and can prepare accordingly.

Minimum EUR 36000gross annually. Flexible hours and hybrid working.

Your birthday off. MyClubs partnership. Mental health support. Regular health check-ups and initiatives. Company-wide training. Fun team events. Device of choice. Work from anywhere - up to 8 weeks a year.