Craftnote - Handwerker App

Customer Support and Customer Success Manager

Craftnote - Handwerker App

full-time

Posted on:

Location Type: Hybrid

Location: Berlin • Germany

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About the role

  • Simplified onboarding: You prepare our customers to use Craftnote effectively through webinars and trainings (remote and on-site).
  • Shaping customer experiences: You analyze customer needs and develop targeted measures — such as personalized trainings, helpful content, or optimized processes.
  • Relationships that matter: You maintain and grow long-term, trust-based relationships with our customers and become a valued point of contact on equal footing.
  • Direct interaction: At trade shows and on-site trainings you meet prospective and existing customers in person, strengthen relationships through open conversations, and help them understand Craftnote.
  • Focused on potential: In daily exchanges you identify where customers can be more successful with Craftnote and leverage opportunities for upsell, cross-sell, or win-back of churned customers.
  • Support with heart: You answer queries by phone, email, or our ticketing system (Zendesk) and assist with using our software.

Requirements

  • Customer service professional: You have prior experience in customer support — ideally in onboarding and support roles.
  • Technically inclined: You have technical understanding and experience with systems like Salesforce and Zendesk.
  • High degree of empathy: You understand customer needs and are communicative and persuasive.
  • Proactive and team-oriented: You work independently and actively contribute to team projects.
  • Language skills: You have native-level German and good English skills.
Benefits
  • Flexible working hours and hybrid working arrangements (3 office days per week).
  • 30 days annual leave.
  • Permanent employment contract with an attractive salary.
  • Subsidy for a BVG company ticket or your Urban Sports Club membership.
  • Company pension plan.
  • A bright, spacious office in Berlin Mitte for our hybrid meetings, equipped with ergonomic desks and chairs as well as daylight lamps.
  • Collaborative idea- and decision-making culture.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
customer serviceempathycommunicationpersuasivenessproactivityteam-orientedindependence