Customer Support Manager mwd - B2B SaaS AI-Startup
Customer Support Manager mwd - B2B SaaS AI-Startup
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Job Description
Do you have a passion for outstanding customer service and want to leave your mark on a fastgrowing AI startup
DNL builds an AIpowered 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 youre ready to delight an international customer base in both German and English take ownership from day one and elevate support to the next level wed love to meet you!
Tasks
- Single point of contact for our enterpriseheavy customer base throughout the entire support lifecyclefrom first ticket to successful resolution.
- Service excellence & ownership: Drive proactive incident and escalation management.
- High sense of urgency: You respond rapidly to incoming requests while still prioritizing effectively and maintaining quality.
- Technical troubleshooting: Rapidly build deep product knowledge and clearly communicate solutions to complex questions.
- Internal hub: Partner with Product Engineering and Sales to funnel feedback prepare releases and close knowledge gaps.
- Process & knowledge building: 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.
- Technical affinity: You read release notes like others read the morning news and translate technical detail into customer value.
- Tool mastery: Comfortable with modern ticketingsystems (e.g. Usersnap Zendesk .
- Analytical mindset: You spot patterns in support data prioritize based on impact and back your decisions with metrics.
- Berlin HQ first: Your primary workplace is our Berlin office; remote flexibility for the remaining days is possible.
Benefits
- Competitive package: 30 vacation days competitive salary monthly benefit vouchers.
- Ownership from day one: Flat hierarchies short decision paths and plenty of room for your ideas.
- Modern setup: Toptier equipment brandnew office in BerlinKreuzberg and flexible remote days each week.
- Firstclass team: International ambitious and collaborativeregular offsites and team events included.
- Real impact: Shape the support strategy of a complex AISaaS product that transforms how audit professionals work worldwide.
Ready for your next career step
Send us your CVno cover letter neededand help us redefine customer support excellence at DNL.
We cant wait to meet you!
Employment Type
Full Time
