Customer Support Specialist

We are TradeLink, the most intuitive and collaborative **B2B SaaS logistics platform**(_Short Product Demo here_)_. If you're eager to **play a significant role** in revolutionizing one of the most complex industries, TradeLink is the perfect place to **accelerate your professional growth and development**. We offer a **remote-first culture**with a high degree of freedom and trust, allowing you to seamlessly align your professional responsibilities with your personal life and needs.

As a **Customer Support Specialist**, you will be the first point of contact for our customers, ensuring they receive outstanding service and quick resolutions to their inquiries. You will play a key role in customer satisfaction, retention, and advocacy by providing technical and product-related assistance in German and English.

Want to get to know your interviewers? The Hiring Manager for this role is **Daniela**,** our Head of Customer Success**,** and your Talent Acquisition partner is **Mirela**, our Talent Acquisition Lead & People Experience Manager.

**\uD83D\uDD16 YOUR RESPONSIBILITIES**:

- ** Troubleshoot** product-related issues and collaborate with internal teams (Product, Engineering, and Customer Success) to escalate and resolve complex cases.
- Educate customers on product features, best practices, and self-service solutions to enhance **user experience**.
- Maintain and update our **knowledge base** with FAQs, guides, and troubleshooting tips.
- Gather **customer feedback**and share insights with the product team to drive continuous improvement.
- Support** onboarding activities** by guiding new customers through initial setup and best practices.
- Assist in** localization**efforts to ensure **product documentation**and **support materials**are well-adapted for the DACH market.

**✏️ WHAT YOU NEED TO SUCCEED**:

- Fluency in **German** and **English** (written and spoken) - additional languages are a plus.
- 1-3 years of experience in** B2B SaaS customer support**or a related field; Experience in the **logistics** space would be a big advantage.
- Strong **problem-solving skills**with a customer-centric mindset.
- Familiarity with** ticketing systems**(e.g., Zendesk, Freshdesk, Intercom) and CRM tools.
- Ability to **communicate** complex technical topics in an easy-to-understand manner.
- Experience in the **DACH market**and an understanding of customer expectations in the region.
- A **proactive and empathetic**approach to customer interactions.
- Tech-savvy with a willingness to **learn** new tools and systems quickly.

**\uD83C\uDF89 WHAT'S IN IT FOR YOU**:

- Play a significant role in building a **new type of company**, a SaaS-enabled B2B network in the logistics industry backed by **strong investors.**:

- Lots of **flexibility** due to our** remote-first** set-up to align your professional responsibilities with your personal life and needs.
- A strong sense of belonging while working remotely from over 20 cities and multiple different countries due to our **virtual office - Gather town** (and optional offices in Munich & Berlin) and unforgettable **company-wide offsites**. Check wrap-up videos from our last offsites on our YouTube page.
- An extremely steep learning curve as we invest in your continuous development through, regular (360-degree) **feedback cycles via Leapsome** based on company and team competencies, a **growth budget**, and an **experienced management team.**:

- A team full of passionate, **motivated people** who contribute to a **supportive and inspirational environment.**:

- An **inclusive culture** and **diverse teams** as we firmly believe that this makes us stronger and leads to more innovative solutions.
- A direct stake in the company's growth and achievements with our **VSOP program.**

\uD83D\uDC99 Furthermore, you can read more about us and our culture here.