Support Automation and Process Specialist (f/m/d)

Graz | Full-time

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 Support Automation and Process Specialist (f/m/d), you’ll play a key role in improving and automating our support operations. You’ll manage and optimize tools like our CRM to ensure they align with service needs and run efficiently. By identifying automation opportunities and aligning processes with our internal standards, you’ll help create a seamless customer experience. Your technical expertise and service mindset will support scalable, AI-ready workflows. Working closely with cross-functional teams, you’ll help redefine how customer service is delivered and actively shape the future of Nuki.

Your role

• You serve as a specialist for our support tools and systems, while configuring, maintaining, and improving them to meet service needs.
• You jump into customer conversations, which help you to understand issues first-hand and turn insights into process improvements.
• You manage our CRM licenses (e.g., Zendesk), configure triggers, continuously improve our setup, and identify opportunities.
• You proactively contribute ideas to enhance the customer experience and increase support efficiency through system-driven solutions.
• You document technical and operational processes to ensure transparency and scalability.
• After a transition period, you help develop and refine AI-driven support solutions, including agent logic and performance tracking.
• You collaborate closely with cross-functional teams to align automation goals with customer service excellence and transform service processes into scalable, automated workflows.

Your qualifications

• You have at least 3 years of experience in technical customer support or support operations, with a strong focus on customer service.
• You bring experience with CRM and ticketing systems like Zendesk, Microsoft Dynamics, or Salesforce, including setting up automation, triggers, and account structures.
• You are confident in managing and documenting processes, preferably in structured environments.
• You have experience in working with automation, AI, and new technologies in customer support.
• You speak and write fluently in both English and German.
• You have an analytical, detail-oriented, and solution-focused mindset, combining innovative thinking with practical service needs.
• You take ownership and actively look for ways to improve workflows and systems.

Why Us

• We offer you the opportunity to be part of a fast-growing, highly motivated team of talented professionals. With your ideas, you get to shape the future of keyless access.
• We support your personal and professional development. Take part in our internal Nuki Academy seminars and workshops, free Udemy online courses, or enroll in a class of your choice. We offer free German and English courses for all levels to improve language skills.
• Are you a sports enthusiast or freelancing on the side? We offer working time models that suit different lifestyles. In addition to an extensive flextime model, you can work up to three days per week from home.
• Are you a working parent? We understand your needs. That’s why we offer flexible working models and support you by subsidizing childcare costs.
• Do you want to work while exploring new places? At Nuki, we believe that inspiration knows no boundaries. That’s why we offer you the option to take a workation for up to three weeks per year.
• Time with family and friends is important. That’s why we give our employees off on December 24th and 31st. At Nuki, you get to enjoy 26 vacation days per year.
• When it comes to hardware, everyone has their preferences. When you start at Nuki, you can choose your preferred computer (Win/Mac/Linux). On top of that, you can get a company phone, which you can also use privately. We cover your monthly phone bills.
• We support green choices. If you decide to use public transport to commute to the office, we will subsidize your annual ticket (Klimaticket). We provide parking spaces and charging stations in our garage if you need to commute via car.
• We like to bring our team together and foster a collaborative environment. Once a week, you enjoy a free breakfast while connecting with your colleagues. High-quality coffee, tea, regional juices, fruits, and vegetables are available anytime.
• The mental health of our employees is one of our top priorities. As part of our cooperation with Instahelp, a professional online counseling service, you can participate in free sessions. Our strong mind program also supports both your physical and mental health. Improve your cooking skills in a cooking course, or enjoy a relaxing massage for your back and neck during Health Day.
• We believe in a diverse team and are proud to have people from more than 15 nationalities working for us. If you live abroad, you will receive full and free support from CINT regarding your relocation to Austria.
• As much as we enjoy work, we love having fun together during our memorable events. Join us on our annual two-day summer event, our beach volleyball challenge, the legendary Christmas party, or the dumpling challenge.

For the advertised position, a minimum salary of € 3.843 gross per month applies according to the collective agreement (no all-in) for a full-time position. 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!