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We're Smile­Back, a fast grow­ing, prof­it­able SaaS star­tup in Ber­lin with an awe­some cus­tomer sat­is­fac­tion feed­back plat­form. Smile­Back is used by hun­dreds of com­pan­ies in the US, UK, Aus­tralia, and New Zea­l­and. We believe in people-first tech­no­logy, which is why we built an easy-to-use, integ­rated product that helps com­pan­ies listen bet­ter to their cli­ents.

Cus­tomer Suc­cess and Sup­port Asso­ci­ate (m/f/x)

still va­cant

Work­ing field:

  • Identify trends, best prac­tices, and com­mon chal­lenges based on our cli­ents’ use of our product and trans­form this ana­lysis into know­ledge that they can use to get the most out of it, through webinars, blog posts, case stud­ies, and help cen­ter art­icles
  • Respond to all man­ner of cus­tomer ser­vice and sup­port inquir­ies and provide timely and appro­pri­ate solu­tions
  • Research and pro­pose solu­tions for big­ger sup­port chal­lenges that affect mul­tiple cus­tom­ers and, in some cases, man­age external ser­vice pro­viders to cre­ate a solu­tion
  • Sup­port Cus­tomer Suc­cess Man­ager in choos­ing and meas­ur­ing the right Key Per­form­ance Indic­at­ors (KPIs) to help our cus­tom­ers thrive


  • Ambi­tious, entre­pren­eur­ial, and always on the lookout for ways to optim­ize and improve on the status quo
  • Motiv­ated to suc­ceed, con­fid­ent to dive in and take on new chal­lenges
  • Abil­ity to multi-task, set pri­or­it­ies, and man­age time effect­ively
  • Strong aptitude for tech­no­logy and interest in con­tinual learn­ing
  • Com­mu­nic­at­ive, cre­at­ive prob­lem solver
  • Cus­tomer-cent­ric atti­tude and desire to help users suc­ceed with our product
  • Con­fid­ent in talk­ing to a wide range of people by text, chat and phone
  • Cur­rently enrolled in a post-sec­ond­ary (Bach­elor’s, Mas­ter’s) pro­gram in busi­ness, eco­nom­ics, or related major
  • Full pro­fes­sional flu­ency in Eng­lish
  • Highly detail- and solu­tion-ori­ented with a bias towards pro­du­cing res­ults
  • Eli­gible for work author­iz­a­tion in Ger­many
  • Avail­able to start soon

What we of­fer:

This role is 10-20 hours per week, flex­ible with a pref­er­ence for week­days from 3:00 PM onwards since our cus­tom­ers are mostly in the USA. It pays 10 EUR per hour.

As an employer, we’re com­mit­ted to invest­ing in our team mem­bers. We embrace the vari­ous back­grounds that make indi­vidu­als unique and strive to cre­ate a work envir­on­ment that enables our employ­ees to expand their own skills and exper­i­ence.

Our office is right between Alex­an­der­platz and Hack­es­cher Markt—it doesn’t get more “Mitte” than this. Our dress code is relaxed. We are determ­ined to help you be happy and thrive.

If this sounds like the type of com­pany you’d suc­ceed in, we’d love to hear from you!

How to ap­ply: