Customer Success & Operations Specialist – SaaS

This is a fully remote position, open to applicants in Germany.

📋 Description

• Take full responsibility for customer support related to our DigitalCheckIn product.

• Facilitate onboarding sessions, provide product walkthroughs, and deliver brief training sessions.

• Diagnose and resolve customer issues through email, phone, and screen-sharing methods.

• Create efficient help and onboarding processes to expedite customer success.

• Develop and update FAQs, help documents, and knowledge base resources.

• Recognize recurring challenges and proactively drive enhancements.

• Collect customer feedback systematically and collaborate closely with Development and Product teams.

• Evaluate new features from the perspective of end-users.

• Contribute to the refinement and optimization of our customer success processes.

⛳️ Requirements

• Some experience in Customer Success, support, or within a SaaS/software setting.

• Exceptional verbal and written communication abilities.

• Organized, self-sufficient, and dependable work style.

• Basic technical knowledge of web applications (coding skills not necessary).

• A proactive attitude toward taking responsibility and advancing initiatives.

• Customer-centric and process-oriented mindset.

• Comfortable in a fast-paced startup environment.

• Plus: Experience with SaaS products.

• Plus: Background in digital processes or training.

• Plus: Enthusiasm for product enhancement and digital transformation.

🏝️ Benefits

• High degree of ownership with a genuine opportunity to influence your role.

• Direct effect on customer satisfaction, operational processes, and product evolution.

• Close collaboration with founders, development teams, and product personnel.

• Flexible working hours.

• Options for remote, hybrid, or office-based work arrangements.

• Modern SaaS environment equipped with top-quality tools.

• 30 days of vacation (pro-rated).

• Complimentary drinks, snacks, and regular team breakfasts.