Customer Experience Manager

Clera; Wien; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

Clera is seeking a Customer Success & Support specialist in Vienna to own the full customer journey from onboarding through ongoing support. You will troubleshoot telephony and API issues, onboard customers, and drive adoption of the platform.

You will help shape our product roadmap with daily customer insights. The role requires 2+ years in CS/support roles in B2B SaaS, strong API/SIP/VoIP knowledge, and experience with automation tools like n8n, Make.com or Zapier.

Qualifikationen

• 2+ years in customer success or support roles (B2B SaaS preferred).
• Solid technical understanding of APIs, SIP, and VoIP protocols.
• Hands-on experience with automation platforms such as n8n, Make.com, or Zapier.
• Proficiency managing customer support workflows across email, chat, and phone.
• Experience building or optimizing support processes and documentation.
• Ability to communicate technical issues and product feedback to engineering teams.

Aufgaben

• Handle customer inquiries across email, chat, and phone with timely responses.
• Troubleshoot technical issues related to telephony, SIP, and integrations, escalate when needed.
• Onboard new customers and guide them through implementation and adoption.
• Build and scale repeatable support processes for a growing company.
• Maintain and improve Help Center documentation and knowledge bases.
• Gather daily customer feedback and share actionable insights with product team.

Kenntnisse

Customer success

German native

English fluent

APIs

SIP

VoIP

Automation platforms

n8n

make.com

Zapier

Tools

n8n

Make.com

Zapier

Jobbeschreibung

About The Role

This is a pivotal role at an early-stage AI voice SaaS company, sitting at the intersection of customer success, technical support, and product development. You will own the full customer journey, from onboarding through ongoing support, and your daily insights will directly shape the product roadmap.

About The Role

This is a pivotal role at an early-stage AI voice SaaS company, sitting at the intersection of customer success, technical support, and product development. You will own the full customer journey, from onboarding through ongoing support, and your daily insights will directly shape the product roadmap.

What You'll Do

• Handle customer inquiries across email, chat, and phone, providing timely and thoughtful responses.
• Troubleshoot technical issues related to telephony, SIP, and integrations, escalating to the product team when needed.
• Onboard new customers and guide them through successful implementation and adoption of the platform.
• Build and scale repeatable support processes that grow with the company.
• Maintain and continuously improve Help Center documentation and knowledge bases.
• Gather and synthesize daily customer feedback, sharing actionable insights with the product team to inform development priorities.

What We're Looking For

• 2 or more years of experience in customer success or support roles, ideally in B2B SaaS environments.
• Solid technical understanding of APIs, SIP, and VoIP protocols.
• Hands-on experience with automation and integration platforms such as n8n, make.com, or Zapier.
• Proficiency managing customer support workflows across email, chat, and phone channels.
• Experience building or optimizing support processes and documentation.
• Ability to clearly document and communicate technical issues and product feedback to engineering teams.
• Native-level German and fluent English communication skills.
• Background with PBX systems, VoIP infrastructure, or telephony platforms is a plus.
• Prior experience supporting AI or voice-based SaaS products is a plus.
• Comfort working in a fast-growing, early-stage startup environment.

Compensation & Benefits

Salary range: 60,000 to 80,000 EUR annually. Visa sponsorship is not available for this role.

Location

This is an on-site role based in Vienna, Austria.