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VE
Vention
last mo.

Customer Experience Specialist EMEA(m/w/x)

Berlin
Full-timeOn-siteJunior

Description

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.

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Requirements

  • •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

Work Experience

1 - 3 years

Tasks

  • •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 & Technologies

Zendesk

Languages

German – Business Fluent

English – Business Fluent

Benefits

Competitive Pay

  • •Attractive salary package

Flexible Working

  • •Flexible working hours

Social Impact

  • •One week for volunteer work

Startup Environment

  • •Dynamic work environment

Learning & Development

  • •Opportunities for further training
  • •Quarterly management training

Team Events

  • •Social events
  • •Quarterly Speaker Series

Mentorship & Coaching

  • •In-house coaching program

Additional Allowances

  • •Book allocation program
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