Customer Success Manager – m/f/d

Jobtailor; Berlin; Vor Ort; EUR 42.000 - 62.000; Vollzeit

Zusammenfassung

Jobtailor in Berlin is seeking a customer-focused specialist to support users of the Taxfix app. You will respond to inquiries via chat and email, handle tax-related questions, and collaborate with tax experts and cross-functional teams to improve service quality.

The role emphasizes empathetic communication, issue resolution, and a proactive approach to knowledge sharing. Prior experience with Zendesk/Intercom/Salesforce is advantageous, and willingness to learn new products is expected.

Qualifikationen

• Minimum 2–3 years in Customer Success or similar service role.
• Experience in hospitality or retail is a plus.
• C2 German proficiency (written and spoken)
• Excellent English skills required.
• Strong customer-centric mindset and clear, empathetic communication.
• Ability to handle complaints/escalations with confidence and care.
• Familiarity with CRM/ticketing tools (Zendesk/Intercom/Salesforce).
• Interest in learning new products, processes, and AI-assisted workflows.

Aufgaben

• Support customers using the Taxfix app via chat and email.
• Answer questions about app usage, features, payments, tax matters, and data privacy.
• Resolve complex cases independently; escalate when needed.
• Collaborate with Customer Success, Operations, and tax experts.
• Improve support processes, templates, and knowledge base.
• Identify recurring questions and suggest improvements.
• Provide input to product and process enhancement projects.

Kenntnisse

German C2

Excellent English

Customer-centric

Empathetic communication

Collaborative approach

Problem solving

Process improvement

Tools

Zendesk

Intercom

Salesforce

Jobbeschreibung

• Support customers in using the Taxfix app and respond to inquiries via chat and email
• Handle questions related to app usage, technical features, payments, tax matters, and data privacy
• Resolve complex or sensitive cases independently and escalation them to the appropriate teams when needed
• Work closely with the Customer Success team, internal Operations teams, and tax experts
• Improve support processes, templates, macros, and the internal knowledge base
• Identify recurring questions and opportunities for improvement
• Structure customer feedback and provide actionable input for product and process improvements
• Contribute to cross-functional projects and seasonal initiatives

Requirements

• Approximately two to three years of experience in Customer Success, Customer Support, Customer Care, or a comparable service-oriented environment
• Experience in hospitality or retail is welcome
• C2-level German proficiency, both written and spoken
• Excellent English skills
• Strong commitment to customer centricity
• Clear, empathetic, and confident communication when handling complaints, escalations, or technical issues
• Collaborative approach and proactive knowledge sharing
• Solution-oriented and process-focused working style
• Strong sense of quality in written customer communication
• Ideally, experience with CRM or ticketing systems such as Zendesk, Intercom, or Salesforce
• Prior tax knowledge is a plus but not required
• Willingness to learn new products, processes, and ways of working
• Initial experience with generative AI is welcome

Core Competencies

Demonstrates strong customer support capabilities with a focus on effective communication, problem-solving, and process improvement. Proficient in managing customer inquiries and feedback while collaborating with cross-functional teams to enhance service quality.

Highest-signal resume keywords

• Customer Success Experience
• C2-Level German Proficiency
• CRM or Ticketing Systems Experience
• Empathetic Communication Skills
• Solution-Oriented Working Style

ATS Optimization Keywords

Soft Skills

• Clear Communication
• Collaborative Approach
• Proactive Knowledge Sharing
• Strong Commitment to Customer Centricity
• Quality in Written Communication

Industry Keywords

• Customer Support
• Customer Care
• Tax Matters
• Data Privacy
• Process Improvement

Tools & Technologies

• Zendesk
• Intercom
• Salesforce