Make onboarding easy: You prepare our customers to use Craftnote optimally through webinars and trainings (remote and on-site).
Shape the customer experience: You analyze what our customers need and develop targeted measures — such as personalized trainings, 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 (prospective) customers in person, strengthen ties through open conversations, and help them understand Craftnote.
With an eye for potential: In daily exchanges you identify where customers can be even more successful with Craftnote — and seize opportunities for upsell, cross-sell, or winning back churned customers.
Support with heart: You answer questions by phone, email, or via our ticketing system (Zendesk) and assist users with our software.

Customer service professional: You have previous experience in customer service — ideally in onboarding and support.
Passion for technology: You have technical understanding and experience with systems like Salesforce and Zendesk.
Exceptional empathy: You understand customers' needs and are communicative and persuasive.
Proactive and team-oriented: You work independently and enjoy contributing actively to team projects.
Language skills: You have native-level German and good English skills.

Flexible working hours and home-office arrangements (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
Great light-filled office in Berlin-Mitte for our hybrid meetings, with ergonomic desks and chairs as well as daylight lamps
We believe in collaborative idea generation and decision-making

Customer Support and Customer Success Manager

Key skills