Customer Support Manager - B2B SaaS AI-Startup - Remote

Overview

Do you have a passion for outstanding customer service and want to leave your mark on a fast-growing AI start-up?

DNL builds an AI-powered software solution for audit teams around the globe. Our enterprise customers demand precision, reliability, and a communication style that matches the rigor of the audit profession.

If you’re ready to delight an international customer base in both German and English, take ownership from day one, and elevate support to the next level, we’d love to meet you!

In Short

• Single point of contact for our enterprise-heavy customer base throughout the entire support lifecycle—from first ticket to successful resolution.
• Drive proactive incident and escalation management.
• You respond rapidly to incoming requests while still prioritizing effectively and maintaining quality.
• Rapidly build deep product knowledge and clearly communicate solutions to complex questions.
• Partner with Product, Engineering, and Sales to funnel feedback, prepare releases, and close knowledge gaps.
• Build and refine support workflows and a scalable knowledge base to set up a scalable customer support unit for DNL.

Requirements

• 1+ year experience in customer support - ideally in a B2B SaaS environment with enterprise clients.
• Full professional working proficiency in German and English (C1/C2) in spoken and written form.
• Outstanding communication & empathy combined with a strong service mindset; prior exposure to auditors or finance teams is a plus.
• You read release notes like others read the morning news and translate technical detail into customer value.
• Comfortable with modern ticketing systems (e.g., Usersnap, Zendesk, …).
• You spot patterns in support data, prioritize based on impact, and back your decisions with metrics.
• Your primary workplace is our Berlin office; remote flexibility for the remaining days is possible.

Benefits

• 30 vacation days, competitive salary, monthly benefit vouchers.
• Flat hierarchies, short decision paths, and plenty of room for your ideas.
• Top-tier equipment, brand-new office in Berlin-Kreuzberg, and flexible remote days each week.
• International, ambitious, and collaborative—regular offsites and team events included.
• Shape the support strategy of a complex AI-SaaS product that transforms how audit professionals work worldwide.