Customer Support Specialist (German speaking) (m/w/d)

Permanent employee, Full-time · Berlin

THE IMPACT YOU WILL MAKE

At charles, one of Europe's fastest-growing SaaS companies, Customer Support is key to customer satisfaction. The Customer Support Specialist role is critical in maintaining a high Net Promoter Score (NPS) and help customers solve some of their most tedious problems. You’ll manage technical service requests while ensuring a fast and seamless experience for our clients, while still onboarding SMBs and driving product adoption.

Our clients are the most innovative brands in Europe, and you will be responsible for engaging with clients in a friendly and efficient manner, ensuring their issues are resolved swiftly and effectively, always aiming to improve NPS.

THIS IS WHAT YOU WILL BE DOING

• Issue Resolution: Take ownership of first- and second-level technical service requests, ensuring rapid response and quick resolution times through Intercom
• Problem Analysis: Proactively analyze client issues to identify bottlenecks and technical bugs, feeding these insights into the Product Roadmap
• Client Training: Support clients in optimizing their use of our conversational commerce software, offering guidance and training as necessary
• Cross-department collaboration: Work closely with the Customer Success and Product Development teams to escalate issues by writing detailed technical reports and contribute to ongoing improvements in both processes and products
• Process Improvement: Help refine internal processes to improve efficiency, response times, and overall customer satisfaction
• Documentation: Help build our internal and external documentation center

YOU'LL FIT GREAT WITH THESE SKILLS AND VALUES

• 2+ years of experience in customer support with technical support experience preferred - B2B SaaS and enterprise software experience is a plus
• High levels of empathy, resilience and emotional intelligence in your daily work with our customers
• Effectively prioritize tasks and coordinate internal stakeholders and different work streams
• Analytical mindset, capable of identifying trends and suggesting improvements.
• Excellent oral and written communication skills in German and English
• Knowledge of database management (PostgreSQL) and experience with cloud services and infrastructure are preferred
• Familiarity with Help Desk tools like Intercom and Jira

THINGS WE OFFER

• Working on challenging and impactful projects at the forefront of one of the most innovative industries in Europe
• Collaborating with some of the leading experts in Conversational Commerce and disrupting a fast-growing industry
• Joining forces with a unique community of Tech, Product, Sales, Success, and Marketing experts committed to building the best product in Conversational Commerce
• Having high visibility and impact across the business with the option to own and drive new initiatives
• Celebrating our major and micro-wins as well as getting to know each other better at regular team-building events
• Sharing VSOP (virtual stock options) in the ownership and success of charles
• Working in a vibrant office in the heart of Berlin overlooking the Wall memorial
• Earning a competitive compensation package

What else we offer?

• Urban Sports Club membership
• A weekly personal trainer
• Free company lunch on Thursdays
• A friendly, open, multicultural work environment
• Dog-friendly office in the heart of Berlin
• Discounts on BVG tickets