Saas Customer Support Specialist

vor 2 Wochen

Bogenhausen, Deutschland OptiSigns Inc. Vollzeit

**Who We Are**: OptiSigns is on a mission to become the world’s #1 digital-signage platform. We already serve 30,500 customers and have grown 125 % YoY for the past three years. Our Munich hub is the launch-pad for EMEA expansion, giving you a front-row seat—and real influence—as we out-innovate the market. **What You’ll Do**: Think of the role as **60 % technical problem-solver, 40 % customer advocate & pre-sales advisor.** **Product Enablement** - Lead concise, value-driven product walk-throughs (video, live, or on-site). - Create self-service guides and short Loom clips that scale your expertise. **Onboarding & Adoption** - Own the first 30 days for new EMEA accounts—checklists, KPI hand-offs, health calls. - Monitor usage analytics and nudge lagging users before churn signals appear. **Tier-1 / Tier-2 Support** - Diagnose signage, network, and hardware, software issues (Windows, Android, Linux). **Pre-Purchase Guidance** - Clarify licensing tiers, hardware bundles, and use cases, turning support moments into upsell wins. **Voice-of-Customer Loop** - Tag recurring pain points, file clear escalation tickets to Product Management **Requirements**: **Must-Haves**: - **Languages**: Native German, Fluent English - **Tech Stack**: Comfortable with A/V systems, SaaS software CMS, Android, Windows, Linux troubleshooting - **Tools**: HubSpot CRM, Zendesk or any modern help-desk or ticketing platform. - **Mindset**: Curious, data-driven, and calm when a live screen goes blank at 17:00 CET. - **Work Eligibility**: Valid EU work authorization and ability to be in the Munich office five days a week. - **Travel**: Available to spend **1-2 months in our Houston HQ for onboarding** during your first quarter. **Nice-to-Haves**: - Experience supporting a self-serve SaaS with > 50 k MAUs - Familiarity with GDPR and ISO 27001 customer-data handling **Benefits** **Career Path**: In 18-24 months you could step into Senior Support Engineer, Customer Success Manager, or Product Operations Lead—whichever stretch projects you lean into. **Life at OptiSigns Munich**: - Small, high-ownership team where your Slack emoji can ship to production the same day. - Opportunities to represent OptiSigns at major EU trade shows (ISE, EuroCIS). - Culture built on “one-screen-ahead” experimentation—prototype fast, measure, iterate. **Benefits**: - **25 days paid holiday** + Bavarian public holidays - Statutory health-care **plus** private top-up option - **€100 monthly MVV transport credit or bike-leasing scheme**: - Subsidized lunch card & free office snacks - **€1 500 annual personal-development budget** (courses, certs, language classes) - Choice of MacBook Pro or Dell XPS + 4 K monitor Ready to architect remarkable customer experiences across EMEA?

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