Senior Customer Support

About the Role

This opportunity is presented on behalf of a partner firm seeking a Senior Customer Support professional based in Germany. The role is part of a rapidly expanding SaaS company serving customers in the watersports and outdoor activities industries across various markets. You will play a vital role in delivering exceptional service, resolving technical challenges, and aiding customers in maximizing platform benefits. Collaborating closely with Customer Success and technical teams, you will help enhance service quality, processes, and documentation.

Key Responsibilities

• Deliver outstanding customer assistance via live chat and additional channels in both English and French.
• Lead onboarding and training sessions to empower users with platform knowledge.
• Independently address customer inquiries, diagnose issues, and provide prompt, effective resolutions focused on satisfaction.
• Manage advanced technical support situations including problem-solving complex software bugs.
• Drive customer retention by identifying risks, engaging dissatisfied clients, and uncovering upselling prospects.
• Collaborate internally to enhance the help resources, support workflows, and service procedures.
• Adapt proactively within a startup environment to evolving priorities and client needs.
• Offer strategic contributions to elevate customer support operations.

Candidate Requirements

• Minimum of 4 years in B2B software support, Customer Success, or a comparable client-facing technical role; 5 to 10 years preferred.
• At least 2 years of proven live chat support experience.
• Fluent command of English and French, both spoken and written, at an advanced level.
• Strong independent multitasking and prioritization abilities.
• Excellent analytical aptitude to dissect and resolve complex customer problems.
• Experience with Level 2 technical support; capability or willingness to handle sophisticated software issues and bugs.
• Exceptional communication, problem-solving, and relationship management skills.
• Resilience under pressure and agility in a dynamic, changing work environment.
• Leadership experience or strategic project ownership is an advantage.

Benefits and Conditions

• Fully remote position with allowance to work from the Netherlands.
• Full-time engagement with a 40-hour workweek (8 hours daily).
• Competitive monthly salary between $1100 and $1500 USD including variable pay elements.
• 18 days paid vacation plus public holidays based on your country of residence.
• Growth opportunities within a scaling SaaS startup.
• Collaborate internationally with a diverse, client-centered team.
• Impact customer satisfaction, retention, and product development directly.
• Flexible remote work environment offering considerable autonomy.

Additional Information

The application process includes AI-assisted candidate screening to ensure prompt and impartial evaluation of fit. Final hiring decisions and communication of subsequent steps such as interviews and assessments are handled by the partner company.

Data privacy is respected in compliance with applicable laws including GDPR. AI technologies may be used to support recruitment procedures but do not substitute for human judgment.