Beschreibung

As a Customer Experience Specialist, you will be at the forefront of supporting customers by resolving issues, guiding new users, and proactively engaging with clients. This role involves collaborating with cross-functional teams to enhance the customer journey and ensure successful service delivery.

Anforderungen

• •1–3 years of experience in customer support, customer success, technical support, or a similar role
• •Fluency in German and English (another European language is a plus)
• •Strong communication and interpersonal skills
• •Structured, fast learner with a high level of service orientation
• •Experience with ticketing systems (Zendesk preferred) or SaaS tools
• •Interest in automation, technology, or digital platforms

Aufgaben

• •Resolve Zendesk tickets for shipping issues, returns, defects, and delivery status
• •Address invoicing and shipping questions
• •Provide general platform guidance and account support
• •Triage technical platform or automation issues and escalate as needed
• •Maintain clear and accurate documentation, ticket classification, and tagging
• •Execute standard Professional Services, including assembly bundle scheduling and documentation
• •Conduct basic onboarding check-ins for hardware received and first-time guidance
• •Verify small-scale or single-product materials
• •Guide new users through platform activation and initial steps in MAP
• •Engage proactively with unconnected, inactive, or low-usage customers via playbooks, email, and phone
• •Follow up with service bundle customers to ensure progress and successful activation
• •Identify friction points, patterns, and opportunities for improvement in the customer journey
• •Tag tickets consistently for reporting, root-cause classification, and product feedback
• •Contribute to internal documentation, known-issue libraries, and SOP improvements
• •Collaborate with Delivery, Product, and Engineering teams to share insights and drive platform enhancements

Tools & Technologien

Benefits