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Customer Support Specialist
vor 3 Wochen
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.
Tasks
- 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.
**Requirements**:
- 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.
**Benefits**:
- 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.
