Smooth onboarding: Through webinars and training sessions (remote and on-site) you prepare our customers to use Craftnote optimally.
Shaping 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 interaction: 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 our customers can be even more successful with Craftnote — and seize opportunities for upselling, cross-selling, or winning back churned customers.
Support with heart: You answer questions via phone, email, or a ticketing system (Zendesk) and assist with using our software.

Customer service professional: You have previous experience in customer service — ideally in onboarding and support.
Passionate about technology: You have technical understanding and experience working with systems like Salesforce and Zendesk.
High level of 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.
Strong language skills: Native-level German and a good command of English.

Flexible working hours and hybrid remote policy (3 office days per week)
30 days of vacation
Permanent employment contract with a competitive salary
Subsidy for a BVG company ticket or your Urban Sports Club membership
Occupational pension scheme
Great light-filled office in Berlin Mitte for our hybrid meetings with ergonomic desks and chairs and daylight lamps
Room for team collaboration: great light-filled office in Berlin Mitte for our hybrid meetings with ergonomic desks and chairs and daylight lamps

Customer Support and Customer Success Manager

Key skills