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)
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!