Customer Support, SaaS
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Job Description
Customer Support role handling E-Commerce and SaaS inquiries. Collaborating with teams to enhance solutions and customer satisfaction in a remote setup.
Responsibilities:
- You conduct demo calls in which you actively listen, understand the needs of our customers in the e-commerce and SaaS space, and derive appropriate solutions.
- You independently handle support tickets and find fast, customer-focused resolutions.
- You work closely with our onboarding & automation team to ensure customer satisfaction and continuously improve our solutions.
- You create content independently — such as blog articles, templates, or help pages — and actively support the implementation of our AI & content strategy.
Requirements:
- You have experience in financial or payroll accounting — or a strong understanding of tax-related processes.
- You have experience in direct customer contact — ideally in a SaaS environment — and a strong sensitivity to customer needs.
- You know how to define, track, and achieve realistic goals and KPIs — both individually and in collaboration with your team.
- You communicate confidently in German and English — both written and spoken.
- You are proficient with common tools such as Zendesk, Confluence, Slack, Google Workspace, or similar systems.
Benefits:
- The opportunity to independently drive projects in a dynamic startup and create real value for our customers.
- Regular development reviews and an annual training budget.
- An open company culture with flat hierarchies, no dress code, team dinners, sports offerings, after-work drinks, and regular company offsites.
- Remote-first or work from our office near Ostbahnhof — with a balcony and views of the Spree.
- Family-friendly policies with flexibility in organizing your working hours and locations.
- An attractive compensation package and 30 days of vacation.
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