Overview
Bella & Bona is a venture-capital-backed food-tech company offering a workplace food program that employees enjoy every day.
We are building a category-defining company at the intersection of food, operations, and technology. As we scale, delivering an exceptional customer experience - reliably and efficiently - becomes even more critical.
To support this, we are looking for a
Customer Support & Automation Specialist (German Speaker)
who will take
full ownership of our customer support operations
.
This is not a traditional support role.
You will design and run the systems that ensure thousands of employees receive their lunches smoothly every day, while office champions and HR teams experience a professional, responsive, and reliable service.
You will be responsible for
building a world-class support operation that is fast, structured, automated, and scalable.
This role is designed for someone who combines
operational rigour, process thinking, and technical curiosity
with the ability to execute quickly in a demanding environment.
Your mission
As
Customer Support & Automation Specialist
, your mission is simple:
Ensure every Bella & Bona customer interaction is handled quickly, clearly, and efficiently - while continuously improving the systems behind it.
You will manage
end-to-end customer support across two key groups:
1. End Users (Employees ordering lunch)
Handling daily operational topics such as:
Delivery timing
Order issues
Food quality feedback
Packaging (Vytal containers)
Platform questions and ordering issues
2. Champions (Office Managers / HR / Admins)
Managing operational and account-related topics such as:
Invoicing questions
Delivery schedule changes
Reporting and order insights
Program setup and adjustments
Operational escalations
But the role goes far beyond answering tickets.
You will
design the processes, automations, and tools that make support scalable.
Your focus will be on:
Structuring and optimizing support workflows
Reducing response times and improving resolution rates
Building knowledge bases and internal documentation
Identifying recurring issues and eliminating root causes
Implementing automations using modern tools and AI
Working closely with operations, product, and logistics teams
You will operate at the intersection of
customer experience, operations, and technology.
Your profile
We are looking for someone who
thrives in structured, operational environments and enjoys building systems that run smoothly.
You likely bring:
Native or fluent
German
Strong
organizational and process-thinking skills
A
high ownership mindset
- you take responsibility and push things to completion
A
builder mentality
- you like creating systems, workflows, and automations
Strong attention to detail and operational discipline
Ability to stay calm and solution-oriented under pressure
Curiosity for modern tools, automation, and AI
You are the kind of person who:
Sees chaos and immediately wants to structure it
Turns recurring problems into documented processes
Loves optimizing workflows and eliminating manual work
Thinks in systems, not just tasks
Technical curiosity is a big plus.
Experience with tools such as:
Zendesk / Intercom / Hubspot Service
Notion
Zapier / n8n
AI tools (Claude, ChatGPT)
Spreadsheet analysis
Previous experience in
customer support, operations, or service management
in startups or high-growth environments is a plus.
Why us?
Direct impact on the
daily experience of thousands of users
Ownership of a
core operational function
Opportunity to
design the support systems of a fast-growing company
Work at the intersection of
operations, food, and technology
High autonomy and responsibility
A fast-paced, ambitious environment where execution matters
Bella & Bona's Team Culture
• Mission-driven and long-term oriented:
we focus on building a sustainable company with a clear purpose, while continuously improving how we work and deliver value
•
Strong sense of teamwork:
we collaborate across teams and locations, support each other, and take shared responsibility for our results
•
Open, proactive, and respectful communication:
we value clarity, ownership, and a solution-oriented approach in our daily work
•
Reliable and committed working style:
we take pride in delivering high-quality results in a dynamic environment while maintaining a positive team culture
•
Continuous learning and improvement mindset:
we encourage curiosity, adaptability, and personal growth through hands-on learning and feedback
•
Customer-centric approach:
our mission is to use technology and operational excellence to provide office teams with healthy, delicious, and convenient meals