Customer Service Agent

About Nabu Casa Nabu Casa is the organisation behind Home Assistant, the world's largest free and open-source smart home platform used by over two million households. We were founded to ensure the project's sustainability, and in 2024, we partnered with the Open Home Foundation to protect and promote a wide range of open-source initiatives. Our guiding principles—privacy, choice, and sustainability—are embedded in everything we do, from our architecture to our community. We are a profitable company with no external investors. Our funding comes directly from users who subscribe to Home Assistant Cloud and purchase Home Assistant hardware, ensuring our only stakeholders are our employees and our users. We also support other open-source projects, including those focused on hardware, standards, and voice technology. The Role Nabu Casa is looking for a dedicated and empathetic Customer Service Agent to join our remote team full-time. In this role, you'll be helping users of Home Assistant by providing high-quality support for our cloud services and hardware products like the Home Assistant Green and ZBT-1. You represent Nabu Casa to our users. You’re the person they talk to when reaching out for help, guidance, or clarification. Your role is vital in making sure that each interaction feels personal, helpful, and aligned with our values of openness, privacy, and simplicity. What You Are Going To Do

• Respond to customer inquiries via email using our support platform (Zendesk), providing clear and helpful answers.
• Troubleshoot a variety of issues related to cloud accounts, subscriptions, remote access, and hardware setup.
• Work closely with our cloud and hardware teams to escalate issues and improve documentation and internal processes.
• Help maintain and expand our internal knowledge base and public Help Center articles.
• Tag and categorize tickets consistently to help identify trends and support data-driven improvements.
• Collaborate with a distributed team across time zones and contribute to refining how we serve our users.

What You Need To Have

• Excellent written communication skills in English.
• Empathy and patience when working with users across a wide range of technical backgrounds.
• The ability to troubleshoot and explain technical issues clearly and calmly.
• Self-motivation and reliability in a fully remote, asynchronous team environment.
• Familiarity with smart home technology and/or Home Assistant (or a strong interest and willingness to learn).
• Experience working in a support or customer-facing role.

It would be great if you also have:

• A passion for smart homes and automation
• Experience as a Home Assistant user
• Curiosity and passion for learning
• Fluency in other European languages

What we offer You Nabu Casa is a fully remote organization that uses Remote to employ people from all over the world. You will be a normal salaried employee in your country. This is a full-time position for 40 hours per week. Because we are a fully remote company, there is no fixed schedule. For the purpose of team communication, we do try to ensure at least 3 hours of overlap in the workday. You will report to our Customer Service Lead, based in Norway. Core to the establishment of Nabu Casa was the well-being of the people building the future of the smart home. We will provide all the benefits required by the country you reside in. However, we also want to make sure all our employees, regardless of country of origin, get at least a minimal set of benefits, including:

• Five weeks (twenty-five days) of paid time off.
• Fourteen days of paid sick leave if your country/laws treat them as unpaid.
• Six weeks of paid and six weeks of unpaid parental leave to be used in the first year after birth. We will provide the missing days if your country/laws do not provide such compensation.
• A budget for your work hardware once you start. After three years, you may keep this equipment for personal use.
• An annual smart home budget ensures you keep up-to-date with the latest smart homes offer.
• A 50% contribution to your internet connection fee at your home workspace.
• One day every two weeks to work on your personal projects.
• If you are currently working on Home Assistant-related side projects, you can spend work time maintaining them.

When first offering a position to a new member, Nabu Casa aims to provide a total compensation package that matches the 75th percentile for the new hire's role, seniority, and local market rates. For a Customer Service Agent in our primary operating countries, the approximate yearly compensation will be the followin

• Spain: 38.000 - 46.000 EUR
• Ireland: 49.000 - 59.000 EUR
• UK: 41.000 - 50.000 GBP
• Norway: 580.000 - 815.000 NOK
• Sweden: 500.000 - 610.000 SEK
• Other countries: Compensation can be discussed during the first interview.

These figures may be adjusted based on experience, qualifications, and work hours. About Us Nabu Casa funds the development of Home Assistant and other projects at the Open Home Foundation, Nabu Casa is best known as the organization driving the development of Home Assistant, the world's largest free and open-source smart home platform. More than two million households benefit from its home automation capabilities. Powered by a worldwide community of open-source developers, GitHub ranked it the most active open-source project in the world in 2024. We were initially founded to ensure that the development of Home Assistant would remain sustainable as it kept growing, but over time it has grown to support more open home initiatives. In 2024, the Open Home Foundation was formed to protect these open-source projects and ensure they thrive into the future. Nabu Casa is a commercial partner of the foundation, and our principles are aligned with a joint commitment to privacy, choice, and sustainability in the smart home. These are the values that we put at the heart of every decision we make. It’s woven into our architecture, licensing, community, and everything else. Nabu Casa is profitable, has no external investors, and our only funding comes from people subscribing to Home Assistant Cloud and buying Home Assistant hardware. That means the only stakeholders we have to concern ourselves with are our employees and our users. Other Open Home Foundation projects and collaborations supported by Nabu Casa include:

• Open hardware tools (e.g.,ESPHome, ESP Web Tools)
• Open standards (e.g., Python Matter Server, Z-Wave JS, ZigPy, BTHome, Improv Wi-Fi)
• Open voice (e.g., Rhasspy, Wyoming Protocol, Piper)
• Music Assistant

The recruitment process

• Apply for the role
• Our team will review your application with the hiring manager
• Screening
• Take home assignment
• Interview with our Customer Service Team
• Offer
• Join our team!