Customer Success Specialist
Pennylane
full-time
Posted on:
Location Type: Hybrid
Location: Germany
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About the role
- Support tax advisors and their clients with onboarding and using the tool via chat and phone
- Ensure proper tracking of requests through to full ticket resolution and guarantee user satisfaction
- Proactively reach out to users to identify satisfaction levels and needs
- Identify bugs in the product
- Diagnose and resolve user issues based on a solid understanding of accounting principles
- Collaborate with technical teams to address bugs through clear and structured escalation
- Work closely with various teams such as Developers, Product Managers, Account Managers and Sales
- Identify potential product improvements
- Support onboarding and skill development of new team members through multiple formats, sharing best practices and fostering mutual support within the team
Requirements
- English skills (level will be assessed and evaluated depending on the department you apply to)
- Enthusiasm for a constantly changing work environment
- Strong willingness to collaborate (within your team and with other stakeholders)
- Sufficient experience to align your daily tasks with business priorities
Benefits
- 30 paid vacation days
- Access to Busuu to improve your English or French
- Latest Apple equipment
- Regular company events such as our Tech Days and our annual company retreat
- Allowance to upgrade your home workspace
- Monthly stipend to work from a coworking space
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
accounting principlesbug diagnosisticket resolutionuser issue resolution
Soft skills
user satisfactioncollaborationcommunicationproblem-solvingadaptabilityteam supportenthusiasm