Senior Customer Support Specialist

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

📋 Description

• Manage the complete lifecycle of customer inquiries through email, chat, and phone—from initial triage and analysis to resolution, follow-up, and closure.

• Act as the primary point of contact for tradespeople regarding product inquiries, technical challenges, and workflow-related questions.

• Provide quick, high-quality solutions while effectively handling the backlog, first-response times, and resolution times independently.

• Take full responsibility for cases and collaborate with Customer Success, Product, and Engineering teams as necessary.

• Accurately document and categorize cases while supplying information for root-cause analyses.

• Develop and maintain Help Center articles, macros, and internal playbooks.

• Recognize recurring issues, UX obstacles, and knowledge gaps, converting them into product and process enhancements.

• Assist customers with essential plancraft workflows, eliminate blockers, and share best practices.

• Further advance support automation and AI workflows through testing, feedback, and ongoing improvement.

• Based on experience, assume ownership of specialized areas, such as acting as a Feature Champion, leading onboarding sessions, or hosting webinars.

⛳️ Requirements

• Strong customer-centric approach, accompanied by clear, professional, and empathetic communication skills.

• Structured and analytical problem-solving capabilities.

• Ability to independently manage customer inquiries until resolution.

• Collaborative and team-oriented working style.

• Solid technical understanding and confidence in utilizing digital tools and software.

• Proficiency in German at C1/C2 level.

• Proficiency in English at least at B2 level.

• Initial experience in Customer Service, Customer Support, or Customer Success (preferred).

• Familiarity with trades businesses or their daily operations and workflows (preferred).

• Experience with Intercom, HubSpot, Slack, Google Workspace, or Stripe (preferred).

• Additional language skills in Spanish, Italian, Polish, or Dutch (preferred).

• Must possess the existing right to work in the EU or the relevant country; no visa or work permit sponsorship available.

🏝️ Benefits

• Three major team events each year.

• Two informal monthly gatherings at the HQ.

• A culture of recognition.

• Flat hierarchies with a high level of trust.

• Personal learning budget.

• Enablement programs.

• Personal Claude license.

• Modern equipment, including a MacBook and high-quality over-ear headphones.

• 30 days of annual leave.

• December 24 off.

• Subsidy for Urban Sports Club.

• Internal sports meetups.

• JobRad bicycle leasing program.

• Subsidized Deutschlandticket or BahnCard.

• An international work environment.