(Senior) Customer Support Specialist
New
P
plancraftSoftware SaaS
Remote (within Germany)Full-TimeSenior
Salary47,500 - 57,500 EUR per year
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Job Details
- Languages
- German (C1/C2), English (B2)
- Required Skills
- SaaSHubSpotGoogle WorkspaceSlackCustomer support
Requirements
- Strong customer focus and ability to communicate clearly, professionally, and empathetically.
- Structured and analytical approach to troubleshooting and finding pragmatic solutions.
- Ability to take full ownership of customer inquiries through to resolution.
- Collaborative and grounded working style.
- Strong technical understanding and comfort using digital software tools.
- German proficiency at C1/C2 level.
- English proficiency at B2 level.
- Experience in customer service, support, or success is a plus.
- Familiarity with trade/craft workflows is a plus.
- Experience with tools like Intercom, HubSpot, Slack, Google Workspace, or Stripe is preferred.
- Additional language skills in Spanish, Italian, Polish, or Dutch are a plus.
Responsibilities
- Manage the entire lifecycle of customer inquiries via email, chat, and phone from analysis to resolution.
- Act as the primary point of contact for product questions, technical issues, and workflow queries.
- Maintain high quality and timely resolution of support cases.
- Document and categorize cases to provide data for root cause analysis.
- Develop and maintain Help Center articles, macros, and internal playbooks.
- Translate UX hurdles and recurring issues into product and process improvements.
- Support the development of automation and AI workflows through feedback and testing.
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