Customer Experience Specialist (m/w/d)

Vention; Berlin; Vor Ort; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

A leading manufacturing technology firm in Berlin seeks a Customer Support Specialist to join their dynamic team. In this role, you will resolve Zendesk tickets, guide new users, and engage with customers. Candidates should have 1–3 years of relevant experience and be fluent in German and English. The position offers an attractive salary package, flexible working hours, and opportunities for personal development in a diverse environment.

Leistungen

Attractive salary package

Flexible working hours

Opportunities for training

Social events

Volunteer work week

Qualifikationen

• 1–3 years of experience in customer support or technical support.
• Fluent in German and English; another language is a plus.
• Experience with ticketing systems is preferred.

Aufgaben

• Resolve Zendesk tickets related to shipping issues and invoicing.
• Guide new users through platform activation.
• Conduct outreach to inactive customers.

Kenntnisse

Fluent in German

Strong communication skills

Service orientation

Fast learner

Interest in automation

Tools

Zendesk

SaaS tools

Jobbeschreibung

Headquartered in Montreal and Berlin, Vention helps manufacturers automate their operations in record time with the only hardware and software AI‑powered platform built for the factory floor. Our technology powers over 25,000 machines across 4,000 factories on 5 continents and we work with a significant proportion of Fortune 500 manufacturers, from space rockets to electric cars to robotics.

At Vention, you’ll work alongside driven and talented people who care deeply about their craft and the impact they create. We’re a team of high achievers who grow through meaningful work, solving complex challenges, learning fast and seeing the results of our efforts every day.

We move quickly and aim high, but we do it together with care, collaboration and respect. Our culture celebrates diverse perspectives and supports your growth through intentional development, strong leadership and opportunities to make a real difference.

Job Description

Advance your career and become part of Vention’s mission to revolutionize how manufacturers design, automate, and deploy industrial equipment. Vention’s Manufacturing Automation Platform (MAP) empowers forward‑thinking companies to bring automation to life directly from their web browser — from concept to commissioning, in record time.

Key Responsibilities

• Resolve Zendesk tickets including:
  • Shipping issues, returns, defects and delivery status
  • Invoicing and shipping questions
  • General platform guidance and account support
• Triage technical platform or automation issues and escalated to Product, Engineering or Delivery teams when necessary.
• Maintain clear and accurate documentation, ticket classification and tagging.

Onboarding & Service Delivery

• Execute standard Professional Services such as:
  • Assembly bundle scheduling and documentation
  • Basic onboarding check‑ins (e.g., hardware received, first‑time guidance)
  • Small‑scale or single‑product material verifications
• Guide new users through platform activation and the first steps in MAP.

Proactive Customer Engagement

• Conduct outreach to unconnected, inactive or low‑usage customers using playbooks, email and phone.
• Follow up with service bundle customers to ensure progress and successful activation.
• Identify friction points, patterns and improvement opportunities in the customer journey.

Continuous Improvement & Cross‑Functional Collaboration

• Tag tickets consistently for reporting, root‑cause classification and product feedback.
• Contribute to internal documentation, known‑issue libraries and SOP improvements.
• Collaborate with Delivery, Product and Engineering teams to share insights and drive platform enhancements.

Key Success Metrics

• SLA adherence and CSAT score
• Service bundle completion rate
• Percent of first‑time outreach to unconnected or low‑usage clients
• Percent of bundle clients with a completed follow‑up outcome ("Activated", "Requested Help", "Resolved via Documentation")

Qualifications

• 1–3 years of experience in customer support, customer success, technical support or a similar role
• Fluent in German and English (another European language is a plus)
• Strong communication and interpersonal skills
• Structured, fast learner with a high level of service orientation
• Experience with ticketing systems (Zendesk preferred) or SaaS tools
• Interest in automation, technology or digital platforms

What We Offer

• Attractive salary package that recognizes and rewards your performance
• Flexible working hours for an optimal work‑life balance
• One week for volunteer work
• A and growing work environment that is ideal for your career and personal development
• A collegial and international team that embraces diversity and inclusion
• Opportunities for further training and internal development
• Social events to celebrate successes together
• More benefits are coming. Do you have ideas for additional benefits? Feel free to contact us!

What To Expect In Your Interview

• Initial Call
• Meet the Team
• Decision & Offer

We’re committed to making every step of the process inclusive and accessible. If you require accommodations at any stage, please let us know – we’ll ensure you have what you need to succeed.

Professional Growth & Development

Vention believes strongly in promotion from within. For this reason, we structured a comprehensive professional development program that elevates high‑performing individuals who deeply understand the inner workings of Vention. This program encompasses in‑house coaching program with former industry executives working with a small cohort of emerging leaders; quarterly management training on topics ranging from "Giving & Receiving Feedback", "Building high‑performing teams" and "Developing your own Leadership model"; quarterly World‑Class Speaker Series featuring industry leaders sharing their perspective and lessons learned as they build their function and business; dedicated professional development channels sponsored by the Executive team to foster continuous professional learning; book allocation program to further your knowledge in your domain of expertise or any business leadership topics.

Diversity, Inclusion & Belonging at Vention

When you join Vention, you join a team of professionals with diverse experiences, backgrounds and perspectives. Together we’re building a workplace where everyone belongs, feels valued and can achieve extraordinary results. We celebrate differences in ideas, experiences and people. Our initiatives in gender equity, career growth and leadership development are designed to create real opportunities for everyone to thrive.

Vention is an uplifting environment for high achievers. Thinking that Vention’s culture would keep you energized? See our full culture guide here.