Sales & Customer Support Specialist EMEA (m/w/d)

After a successful first year, you will

• Have owned inbound EMEA and APAC leads end to end, responding to every new inquiry within one business day and converting at least 20% of qualified leads into paying customers.
• Have closed a steady monthly run-rate of new SMB deals and plan upgrades, with every opportunity tracked accurately in HubSpot.
• Have resolved at least 80% of support tickets on first contact, with customer satisfaction at or above team target.
• Have built a library of macros, setup guides, and FAQ answers that measurably reduced repeat tickets on the most common topics.
• Have handed off at least 10 qualified expansion opportunities to Account Executives, becoming a reliable source of enterprise pipeline.

What you'll do

• Respond to inbound inquiries, demo requests, and trial sign-ups from across EMEA and APAC, qualify them, and close SMB deals and plan upgrades.
• Run demos and onboarding calls in English, showing frontline teams how Zello fits the way they already work.
• Work the support queue in HubSpot: troubleshoot account, channel, and device issues across Android, iOS, rugged handsets, and PTT accessories.
• Escalate what you can't solve to Tier 2 and Engineering with clean reproduction steps, and close the loop with the customer.
• Keep HubSpot accurate, with every contact, deal, and ticket logged and a clear next step.
• Spot customers outgrowing self-serve and hand them to Account Executives with the context they need to win.
• Turn recurring questions into help content and macros, and feed customer feedback back to Product.

Who you are

• You've spent 2+ years in a role that combined selling and supporting customers, such as inside sales, SaaS support, or customer success, and can point to deals you closed and customers you kept.
• You speak and write fluent English. Another language is a plus.
• You're based in Munich, or ready to be.
• You troubleshoot hands-on: you're comfortable setting up Android and iOS devices, two-way radios or rugged handsets, and working through Wi-Fi, LTE, or Bluetooth issues until it works.
• You've worked in HubSpot or a comparable CRM and ticketing tool, and you keep your records clean without being chased.
• You explain technical things in plain language to people who aren't technical, like a warehouse supervisor or a dispatcher mid-shift.
• You follow through: when you tell a customer you'll get back to them, you do, and they remember it.
• You raise problems early and share what you learn, so the next ticket or deal goes faster for the whole team.

This Role Is Not

• A pure support role measured only on ticket volume. Sales outcomes are half the job.
• An enterprise Account Executive role. Large, multi-stakeholder deals go to the AE team.
• A Tier 3 engineering role. You diagnose and escalate; you don't fix code.
• A people management role.

We hire for potential, passion for our mission, and a knack for solving difficult problems over checking every qualification box. We have competitive pay, equity with significant upside, and intentionally design our benefits to encourage healthy and well-balanced employees, flexible schedules and time off. We even offer a sabbatical after every five years of service so you’re able to pursue and enjoy what matters most to you. And of course, we wouldn’t be a technology company without a ping-pong table and free snacks in our break room. Join us!

Zello provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

All Zello personnel are required to comply with defined security, privacy, and compliance requirements applicable to their role along with requirements that are applicable to all Zello personnel.

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Source: Statistisches Bundesamt (Destatis), table; dl-de/by-2-0; StarIn's calculation