Customer Enablement Specialist

From autonomous vehicles to medical devices, we believe the electronics industry is at the heart of global innovation — and we're here to remove the bottlenecks that slow it down.

Luminovo helps innovators to bring new electronic products to life — faster, cheaper, and more sustainably.

Join us and shape the future of technology

Your opportunity

Are you passionate about creating scalable solutions to deliver exceptional customer experience? Do you enjoy tackling technical challenges and have a knack for problem-solving?

Then it's an exciting time for you to join Luminovo We are scaling our customer-facing operations and expanding our capabilities to meet the growing demand for our innovative platform.

As a Customer Enablement Specialist, you will play a pivotal role in shaping the future of customer support and education, while working in a collaborative and forward-thinking environment. As we continue to grow, there will be ample opportunities for personal and professional growth.

Your core responsibility, especially during the first year, will be to act as our primary product expert. This includes managing the daily flow of all customer inquiries in Intercom. A major measure of success will be your primary responsibility for ensuring our Service Level Agreements (SLAs) are consistently met, adapting your focus based on the volume of incoming Intercom traffic. While dedicating your attention to this crucial support role, you will simultaneously be building deep product knowledge to better serve our customers.

If you want to be part of a company that's making a difference in the world of electronics, we'd love to hear from you.

Performance Objectives

• Own Intercom as the primary platform for customer support, including:

• Managing customer inquiries

• Improving chatbot performance
• Creating and managing outbound messages (banners, pop-ups, product tours, newsfeed)
• Deliver and enhance product knowledge for internal and external audiences by creating accurate, timely, and accessible content

• Manage product updates communication:

• Own and send the monthly product newsletter in alignment with Product Managers

• Create Loom videos to support users with complex processes

• Provide reporting & insights:

• Conduct weekly KPI analysis (first response time, time to close, chatbot resolution rate, conversation volume, CSAT)

• Surface insights to improve team performance and customer experience

• Act as a cross-functional connector:

• Collaborate with Product Managers and stakeholders on upcoming features

• Drive feature adoption and ensure smooth customer assimilation

We don't need you to be an expert in the electronics industry today. But you have to be eager to dive into it to understand our potential customers' unique situations and how our software tools can create value for them.

At Luminovo, we believe in creating growth opportunities for all Luminerds. As you master this role, there will be ample room for progression and taking on additional responsibilities within our growing organization.

Whom you'll be working with

• Fabian, our Customer Enablement Expert and your manager
• Tine, your peer and experienced Customer Enablement Manager
• Max, our Revenue Operations Lead, and CRM wizard
• Markus, our Team Lead in Customer Success
• Martin, Mike, and Michael, our Product Managers
• Our Sales, Customer Success, and Marketing Team

Skills, knowledge, and expertise

• Excellent communication skills: Strong verbal and written communication abilities in English and German.
• Proactive mindset: You don't wait for problems to come to you – you actively look for ways to improve the customer experience.
• Problem-solving abilities: You thrive when solving challenges and enjoy finding solutions for customers' issues.
• Tool-savvy: Comfortable using ticketing systems or customer support tools like Intercom (having worked with it already is a plus), CRM platforms, and working with customer-facing teams in a fast-paced, digital environment.

Just so you know – we purposefully did not create a standard list of minimum qualifications for this role. We care much more about your motivation and ability to help us accelerate technical progress than we care just about your CV. If you're interested to find out more about why we banned requirements from our performance profiles – see here.

Our product

Luminovo is the first all-in-one supply chain platform built specifically for the electronics industry. Whether it's an OEM designing electronic components, an EMS assembling them, or PCB suppliers manufacturing the printed circuit board – our platform helps them to control and optimize their complete electronics supply chain.

Work setup & travel

You can join our team remotely (+/- 2hrs CET) or in our Munich headquarters (full home-office flexibility). We regularly meet for team retreats and attend selected industry events, which means you'll be traveling occasionally. Travel expenses will of course be covered by us.

About Luminovo

Luminovo is the first electronics supply chain platform that unites all data, processes, and stakeholders in the trillion-dollar electronics industry.

We fundamentally believe that technology is the best tool that humankind has developed to tackle the biggest challenges we face as a society today. And we want to do our share in accelerating technological progress.

We bring innovations to life faster and cheaper by creating a more connected and resilient electronics supply chain.

To date, over 300 active customers worldwide are working with us towards this shared goal. Supported by leading investors such as Cherry Ventures, General Catalyst/LaFamiglia, Chalfen Ventures, and others, we have raised more than €20 million.

Our core principles: putting people first & building great things

As a remote-first company headquartered in Munich, our brilliant team is spread across cities including Munich, New Jersey, Calgary, Berlin, London, Valencia, Nairobi, and Verona, among others.

Our team includes a mix of product enthusiasts, people advocates, business masterminds, and engineering experts. Among us are graduates from institutions like Stanford University and the University of Cambridge, as well as talented individuals with unconventional CVs. What matters most is their drive to build great things.

We provide an authentic environment based on psychological safety to empower Luminerds from various backgrounds to succeed, grow, and focus on impact. Putting people first means that we deeply care about who our employees are, what makes them unique, and what they excel at.

See what employees and candidates have to say about Luminovo on kununu and Glassdoor.

Compensation Range: €50K - €60K

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