Respond to customer inquiries as first-level support, pre-selecting and coordinating with the appropriate internal teams for resolutions if required
Continuously optimise support processes by creating training resources and categorising queries
Conduct project briefings and requirement gathering with customers
Handle data tasks such as file assessment, restructuring and preparation for import
Coordinate internal or freelance language specialists
Present results to clients and handle change requests
Stay up to date with product knowledge and industry trends
Take over ownership of knowledge base: keep content up to date, improve structure, add new content and create specific instructional videos
Conduct training sessions for customers on basic product functionalities and progress to more advanced training as expertise develops

Proven professional experience in customer success, market research or similar role
Strong project management skills
Excellent professional communications skills, both written and verbal
Fluency in English and German
Affinity for data handling & data analysis
Analytical mindset with the ability to troubleshoot user-level technical issues
Ability to adapt to a dynamic work environment and learn new technologies

Customer Success Specialist

Key skills