Customer Experience Manager

fonio; Wien; On-site; EUR 65,000 - 80,000; Full time

Benefits offered by this job

Competitive salary €65,000–€80,000

Equity

Vienna office meals

Equipment of your choice

Team offsites

Job summary

fonio, an AI-native customer success and support team, seeks a proactive professional to help customers integrate fonio into their workflows. You will handle inquiries across email, chat, and phone, solve technical telephony issues, and feed insights back to Product daily.

The role emphasizes ownership, fast feedback loops, and scalable support practices from our Vienna office, with competitive salary and equity offered.

Qualifications

• 2+ years in Customer Success or Support, ideally B2B SaaS.
• Strong technical understanding (API, SIP, VoIP).
• Experience with automation & integration tools like n8n, make.com, Codex.

Responsibilities

• Handle customer inquiries via email, chat and phone.
• Solve technical issues around telephony, SIP and integrations; collaborate with Product as needed.
• Provide feedback from customers to Product to shape development.
• Help build scalable support processes and maintain the Help Center.

Skills

Customer Success experience

Technical knowledge: API/SIP/VoIP

German (native)

English (fluent)

Tools

n8n

make.com

Codex

Job description

About fonio

fonio.ai is a market leader in AI agents for SMBs. We started with phone agents and now also cover WhatsApp, web chat, email and a full AI phone system. We’re growing fast across Europe, the UK, the US and Brazil. We grew from $1M to $10M ARR in under 12 months, then went from $10M to $20M in about 8 weeks. Today we serve 10,000+ customers. We move fast, take ownership, give direct feedback, and avoid politics and unnecessary meetings.

Your role

You are the interface between customers, Product and Sales. You support our customers, solve technical problems, and make sure fonio is integrated into their workflows successfully and for the long term.

What to expect

• Customer care & support: You handle customer enquiries by email, chat and sometimes phone
• Problem solving: You solve technical issues around telephony, SIP and integrations. If something gets too technically complex, you bring in the Product team
• Product feedback: You are right next to the customer, so you feed your daily insights straight back to Product and help shape product development every day
• Process management: You help build support processes that scale
• Maintain the Help Center
• Pass feedback on to the Product team

Who we're looking for

• 2+ years in Customer Success or Support, ideally B2B SaaS
• Technical understanding (API, SIP, VoIP)
  • Experience with tools such as n8n, make.com, Codex or similar
• Ideal: experience with phone systems (PBX, VoIP, SIP)
• Native-level German, good English skills

What we offer

• Competitive salary: €65,000–€80,000
• Equity: you're helping build this, so you should get a share of it.
• Food & drinks: in the Vienna office, lunch and dinner are on us (plus all the drinks your heart desires, and yes, we also have protein bars and vitamins).
• Equipment of your choice: whatever makes you happy.
• Regular team offsites.

Application process

1. 15 min intro call
2. 30 min skills interview
3. 20 min culture fit with the founders

How we hire?

We're AI-native, including in hiring. AI helps us to remain efficient, but people make every decision. fonio is an equal opportunity employer. We hire for talent and ownership, whatever your background is. Need an adjustment in the process? Just tell us.