Key skills
SaaSCommunicationCustomer Success
About this role
Role Overview
- Support the Customer Success team in creating and structuring the knowledge base and user documentation (e.g., in GitBook)
- Write help-center articles, user guides and tutorials
- Handle and analyze support requests via the ticketing system (Zendesk)
- Identify common support questions to derive new documentation articles
- Document customer feedback and forward relevant product requirements to the product team
- Assist with onboarding projects for new customers
- Take ownership of smaller documentation or process projects
Requirements
- Enrolled in a degree program requiring a mandatory internship
- Interest in digital products, software or SaaS platforms
- Structured, careful and independent working style
- Enjoys preparing complex content in a clear and accessible way
- Clear and solution-oriented communication
- Excellent German and English skills, both written and spoken
- Ideally, initial exposure to: user documentation or knowledge bases (e.g., GitBook), ticketing systems or support processes (e.g., Zendesk)
Benefits
- Insight into Customer Success and Support within a software company
- Contribute to the development and expansion of our knowledge base
- Work with an experienced Customer Success team
- Modern hardware (Apple or Dell)
- Flexible working arrangements with remote options
- Short decision-making processes and a collegial work environment
- A modern office in the Frankfurt metropolitan area