Hybrid Customer Success Manager – FoodGenius

at Glückliche Gäste GmbH

• Job title: Customer Success Manager – FoodGenius
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: DNS, Linux, MacOS
• Location requirements: Hybrid, St Wendel, Germany

About the role

• Customer Success Manager optimizing technical operations for FoodGenius through troubleshooting and client support. Collaborating with teams to ensure smooth operations in the gastronomy sector.

Responsibilities

• Work as part of the FoodGenius CSM team
• Receive, analyze and resolve technical and application-related requests
• Support our customers in daily operations (the hospitality business is, let’s say: time-critical)
• Prioritize by impact/urgency, communicate clearly, provide traceable updates
• Troubleshooting & fault analysis
• Log analysis, reproducing errors, narrowing down root causes
• Work with monitoring/status information (and maintain a healthy skepticism toward “it works for me”)
• Coordinate with dev/infra teams, including clear escalation (with context, not just “it doesn’t work”)
• Documentation & knowledge building
• Document solutions, workarounds, processes and common failure patterns
• Maintain the internal knowledge base so the team gets faster (and you don’t have to explain the same thing three times a day)
• Quality in support
• Identify recurring problems and provide improvement suggestions (product/process)
• Optional: initiate small internal tools/automations (depending on skillset)
• After onboarding: participate in the FoodGenius on-call rota (24x7) for technical incidents — as part of a team, not alone

Requirements

• Experience in IT or software Customer Success/Support (1st/2nd level) or in a comparable role
• Technical understanding: you can decompose systems logically instead of groping in the dark
• Solid fundamentals in areas such as operating systems (Windows / macOS / Linux)
• Network basics (DNS, HTTP(S), ports, “why is the Wi‑Fi not working right now”)
• Web applications / APIs (at least at a basic level)
• Structure & ownership: you follow up cases cleanly, document and prioritize them
• Very good German language skills, and polite communication — even under stress
• Willingness to work predominantly on-site in St. Wendel (home office by agreement, depending on setup/phase)

Benefits

• A job with real responsibility: you don’t just process tickets, you solve real operational problems
• Structured onboarding, clear processes, dedicated points of contact
• A supportive team that shares knowledge and distributes responsibility fairly
• Regular professional development (hands-on, practical)
• Modern workplace (including shower, washing machine and a high-quality espresso machine)
• Sensible on-call rotation within the team — not “here’s the phone, good luck”