Customer Support Lead at Coda managing a team for B2C e - commerce storefronts. Leading second - line support for complex customer cases and cross - functional process improvements.
CA
Hybrid Customer Support and Customer Success Manager
Posted 3 hours ago
About the role
- Customer Support and Customer Success Manager facilitating onboarding and support for craft businesses in Germany. Collaborating with clients to enhance digital project management using Craftnote.
Responsibilities
- Simplified onboarding: You prepare our customers to use Craftnote effectively through webinars and trainings (remote and on-site).
- Shaping customer experiences: You analyze customer needs and develop targeted measures — such as personalized trainings, helpful content, or optimized processes.
- Relationships that matter: You maintain and grow long-term, trust-based relationships with our customers and become a valued point of contact on equal footing.
- Direct interaction: At trade shows and on-site trainings you meet prospective and existing customers in person, strengthen relationships through open conversations, and help them understand Craftnote.
- Focused on potential: In daily exchanges you identify where customers can be more successful with Craftnote and leverage opportunities for upsell, cross-sell, or win-back of churned customers.
- Support with heart: You answer queries by phone, email, or our ticketing system (Zendesk) and assist with using our software.
Requirements
- Customer service professional: You have prior experience in customer support — ideally in onboarding and support roles.
- Technically inclined: You have technical understanding and experience with systems like Salesforce and Zendesk.
- High degree of empathy: You understand customer needs and are communicative and persuasive.
- Proactive and team-oriented: You work independently and actively contribute to team projects.
- Language skills: You have native-level German and good English skills.
Benefits
- Flexible working hours and hybrid working arrangements (3 office days per week).
- 30 days annual leave.
- Permanent employment contract with an attractive salary.
- Subsidy for a BVG company ticket or your Urban Sports Club membership.
- Company pension plan.
- A bright, spacious office in Berlin Mitte for our hybrid meetings, equipped with ergonomic desks and chairs as well as daylight lamps.
- Collaborative idea- and decision-making culture.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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