Customer Success Agent (m/f/d)

Tracify GmbH; München; Hybrid; EUR 40.000 - 55.000; Vollzeit

Zusammenfassung

An innovative e-commerce startup is looking for a Customer Success Agent in Munich. The role involves managing customer support requests, maintaining the Helpcenter, and ensuring a positive customer experience. Ideal candidates have strong communication skills, a customer-centric mindset, and fluency in English and German. Enjoy flexibility in a hybrid work setup with opportunities for personal growth and development.

Leistungen

Innovative environment

Development opportunities

Flexibility in working hours

Free choice of equipment

Team spirit

Qualifikationen

• Strong communication skills to structure and translate between requirements and solutions.
• High customer-centric mindset and empathy.
• Proactive and solution-oriented working style.
• Fluency in English and German.

Aufgaben

• Manage 1st level non-technical support requests and ensure positive customer experience.
• Drive adoption of Helpcenter and keep it up to date.
• Act as an Escalation Gateway for support cases.
• Continuously improve support processes.
• Collaborate closely with colleagues.

Kenntnisse

Strong communication skills

Customer-centric mindset

Proactive working style

Fluency in English and German

Tools

CRM systems

Jobbeschreibung

Description

Do you want to revolutionize the world of ad tracking with us? Welcome to Tracify! We are an up-and-coming start-up in the field of e-commerce and lead generation, consisting of about 25 curious and motivated minds.
We are now looking for a Customer Success Agent who will ensure that our customers receive excellent support and maximize value from Tracify. In this role, you will handle support requests, maintain our Helpcenter, and act as the first point of contact for questions. If you are ready to take on this exciting challenge and play a key role in shaping our customers' success, we look forward to receiving your application!

Your qualifications

Must Haves:

• Strong communication skills: ability to structure and clearly translate between requirements and solutions
• High customer-centric mindset and empathy: you understand how to “read” customers and can guide them empathetically through the process
• Proactive, entrepreneurial, and solution-oriented working style
• Ability to transfer existing knowledge into new cases
• Fluency in English and German

Nice to have:

• Experience with CRM systems and data-driven workflows
• Familiarity with tracking, attribution or BI-Systems
• Experience in Performance Marketing
• Experience in Ecommerce
• Exposure to website and/or shop integrations
• Ability to thrive in fast-paced, dynamic and startup-like environments

Recruiting Process

Your responsibilities

• Independently manage 1st level non-technical support requests, ensuring SLA compliance and a consistently positive customer experience
• Own the Helpcenter: drive adoption, keep it up to date, and reduce support requests while boosting product adoption
• Act as an Escalation Gateway: identify and translate support cases, brief stakeholders clearly, and ensure customers remain satisfied even in challenging situations
• Continuously improve support processes and team performance – working smarter and better every day
• Collaborate closely with your colleagues and keep on developing yourself and your surrounding

Perks of working at Tracify

• Innovative environment: Work in an agile startup with flat hierarchies and plenty of room for your ideas
• Impact: Take ownership from day one and directly shape the future of Tracify with your work.
• Team spirit: A motivated and supportive team that values collaboration and open communication.
• Development opportunities: Grow with us and become an onboarding & customer success expert.
• Flexibility: Hybrid setup with flexible working hours – enjoy the comfort of remote work and the collaboration in our Munich office
• Free choice of equipment: Choose your preferred setup (Mac/Windows) – also for private use