Make onboarding easy: Through webinars and training sessions (remote and on-site) you optimally prepare our customers to use Craftnote
Shape customer experiences: You analyze what our customers need and develop targeted measures — such as personalized training, helpful content, or optimized processes
Relationships that matter: You maintain and develop long-term, trust-based relationships with our customers and become a valued point of contact on an equal footing
Direct engagement: At trade shows and on-site trainings you meet our (potential) customers in person, strengthen relationships through open conversations, and help them understand Craftnote
With an eye for potential: In daily interactions you identify where customers can be even more successful with Craftnote — and leverage opportunities for upsell, cross-sell, or win-back of churned customers
Support with heart: You answer questions by phone, email, or via our ticketing system (Zendesk) and assist with the use of our software

Customer service pro: You have previous experience in customer service — ideally in onboarding and support
Passionate about technology: You have technical understanding and experience with systems like Salesforce and Zendesk
High-level empathy: You understand customers' needs and are communicative and persuasive
Proactive and team-oriented: You are comfortable working independently and actively contribute to team projects
Language skills: You have very good German and good English skills

Flexible working hours and hybrid work policy (3 office days per week)
30 days of vacation
Permanent employment contract with an attractive salary
Subsidy for a BVG company ticket or your Urban Sports Club membership
Company pension plan
Bright, spacious office in Berlin Mitte for our hybrid meetings, equipped with ergonomic desks and chairs as well as daylight lamps

Customer Support and Success Manager

Key skills