Customer Support Specialist - Remote

Overview

As a Customer Support Specialist at Plancraft, you will focus on complex customer inquiries and challenges, ensuring they feel understood and supported while providing insightful feedback to enhance customer experience.

In Short

• Handle complex customer inquiries across email, chat, and phone.
• Support tradespeople with product questions and technical challenges.
• Meet SLA targets and manage priorities effectively.
• Achieve excellent customer satisfaction results.
• Contribute to AI and automation improvements.
• Document and categorize customer cases.
• Create and maintain a knowledge base.
• Identify recurring issues and escalate as needed.
• Collaborate closely across functions for smooth operations.

Requirements

• Strong customer focus and analytical thinking.
• Excellent communication and teamwork skills.
• High digital proficiency and technical understanding.
• Fluency in German (C2) and English (B2).
• Experience in the trades industry is a plus.
• Familiarity with tools like Intercom, HubSpot, and Slack.
• Additional languages are advantageous.
• Mentoring experience for senior candidates.
• Ability to handle complex technical analyses.
• Contribution to process improvements.

Benefits

• Team spirit and recognition culture.
• Encouragement to take ownership from day one.
• Investment in personal development and learning.
• AI-enabled tools and workflows.
• Flexible working arrangements (remote, hybrid, on-site).
• 30 vacation days and additional benefits.
• Mobility options like JobRad and subsidized tickets.
• International working environment with English communication.