Customer Support Spezialist in
vor 18 Stunden
At Workpath, we are on a mission to shape the future of work. With our Outcome Management Platform, we enable enterprises like SAP, Bosch and DB Schenker to execute their strategies more effectively by centering teams, projects and metrics around shared outcomes. After raising more than €15M we are growing faster than ever and are looking for great talent like you to join us on our journey.
Als **Customer Support Spezialist*in bei Workpath** bist du Teil unseres starken 15-köpfigen Customer Experience Teams. Gemeinsam stellen wir sicher, dass unsere Plattform und S ständig weiterentwickelt und erfolgreich genutzt werden, um die Transformation unserer Kund*innen voranzutreiben. Dafür beantwortest du ihre Fragen zu unserer Plattform sowie ihren Outcome-Management-Prozess und setzt die erstklassige Kundenerfahrung fort, die wir vom ersten Tag der Zusammenarbeit mit uns an als Standard setzen. Mit einem wachsenden Kundenstamm ist die Implementierung eines starken Support-Hubs als Hauptkanal für unsere SMB-Kundensegmente der Schlüssel zur weiteren Expansion.
Im Vergleich zu Kundensupport-Rollen bei anderen SaaS-Unternehmen geht deine Rolle bei Workpath über die "Standard"-Aufgaben hinaus. Wir sind stolz auf unser umfangreiches Wissen über Outcome Management und OKRs (Objectives and Key Results), so dass du nicht nur Expert*in für unsere Plattform wirst, sondern auch tief in die Frameworks eintauchst, die sie zum Leben erweckt.
**Als Workpaths neue*r Customer Support Spezialist*in wirst du**:
- ... für unser **Ticketing-System Zendesk **verantwortlich sein, Prozesse und Automatisierungen erstellen und sicherstellen, dass es bestens mit unserer Softwarelandschaft verbunden ist. Du arbeitest eng mit unserem Customer Success und Sales Operations Team zusammen, um einen nahtlosen Informationsfluss zu gewährleisten.
- ... die **Beantwortung der Tickets unserer Kund*innen** innerhalb ihrer SLAs übernehmen. Du sortierst Tickets, bindest bei Bedarf Stakeholder*innen ein und entwickelst Eskalationsprozesse mit unserem Product Team.
- ... einen **hohen Qualitätsstandard** bei der Beantwortung von Tickets setzen, indem du Expert*in für Outcome Management und OKRs wirst und so sicherstellst, dass du Best Practices empfehlen und hilfreiche Tipps geben kannst. Du verwaltest und pflegst ein Support-FAQ und sammelst Input zu Best-in-Class-Antworten von allen relevanten internen Stakeholder*innen.
- ... arbeitest du eng mit dem Product Team zusammen, um unser in **Zendesk integriertes Workpath Help Center** zu pflegen, zu erweitern und kontinuierlich zu verbessern.
- ... die verschiedenen Tickets nach Kundensegmenten, Themen, Dringlichkeit und Häufigkeit analysieren, um daraus wertvolle Erkenntnisse zu gewinnen.
- ... **Support-Insights für dein Account-Team**, bestehend aus Account Executives, Customer Education Spezialist*innen und Customer Success Manager*innen, um Kundenbindung und kontinuierliches Wachstum sicherzustellen
Was dich als **unser*e neue*r** **Customer Support Spezialist*in** erfolgreich macht:
- **Erste Erfahrungen im Kundensupport**, idealerweise im SaaS-Umfeld sowie Erfahrung mit Zendesk oder einer vergleichbaren Support-Suite
- Positive Ausstrahlung, zielstrebige Persönlichkeit und eine schnelle Auffassungsgabe
- Hohes Maß an Einfühlungsvermögen, ausgeprägte Fähigkeiten zu Priorisieren und Geduld für komplizierte Fälle
- Ausgezeichnete Kommunikationsfähigkeiten in **Deutsch und Englisch** für die Interaktion mit Stakeholder*innen auf allen Senioritäts-Leveln
- Großes Interesse an den Themen OKRs, Outcome Management, Prozessmanagement, agile Transformation, Organisationsentwicklung, Change Management und SaaS-Geschäftsmodelle
**Unsere Perks & Benefits**:
- Attraktive Vergütung, einen Zuschuss zum ÖPNV-Ticket und einer Urban Sports Club Mitgliedschaft sowie ein persönliches Entwicklungsbudget
- Viele Mitgestaltungsmöglichkeiten und großes Entwicklungspotential durch internen Wissensaustausch auch über die Grenzen deines Teams hinaus
- Flexibilität aus unserem Hub in **Berlin** oder von **Zuhause** zu arbeiten
- Möglichkeit über unser "Workpath Anywhere"-Programm bis zu 40 Tage im Jahr Workation zu machen
- Starke Team
- und Feedbackkultur in einem agilen Arbeitsumfeld mit gegenseitiger Unterstützung und sehr flachen Hierarchien
- Initiativen wie Mental Health Days und kostenlose OpenUp-Nutzung zur Unterstützung deiner mentalen Gesundheit
Join our fast-growing team that is working on shaping tomorrow's working world by unleashing the potential of millions of employees in businesses all over the world.
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