Customer Support Manager (m/w/d) - B2B SaaS AI-Startup

Deep Neuron Lab; Deutschland; Hybrid; EUR 40.000 - 70.000; Vollzeit

Zusammenfassung

An innovative AI start-up is seeking a passionate customer support specialist to enhance their service excellence. In this role, you will be the first point of contact for enterprise clients, managing inquiries and ensuring swift resolutions. With a focus on technical troubleshooting and collaboration with internal teams, you will help shape the support strategy for a cutting-edge AI-driven product. This role offers the opportunity to work in a dynamic environment with a competitive benefits package, including 30 vacation days and flexible remote options. Join a forward-thinking team and make a real impact in the world of audit solutions.

Leistungen

30 vacation days

Competitive salary

Monthly benefit vouchers

Flat hierarchies

Flexible remote days

Top-tier equipment

Regular offsites

Team events

Qualifikationen

• 1+ year experience in customer support, ideally in a B2B SaaS environment.
• Full professional working proficiency in German and English (C1/C2).
• Outstanding communication and empathy with a strong service mindset.

Aufgaben

• Act as the single point of contact for enterprise customers throughout the support lifecycle.
• Drive proactive incident and escalation management.
• Build and refine support workflows and a scalable knowledge base.

Kenntnisse

Customer Support

B2B SaaS Experience

German Proficiency

English Proficiency

Technical Troubleshooting

Analytical Mindset

Communication Skills

Empathy

Tools

Usersnap

Zendesk

Jobbeschreibung

Do you have a passion for outstanding customer service and want to leave your mark on a fast-growing AI start-up?

DNL builds an AI-powered software solution for audit teams around the globe. Our enterprise customers demand precision, reliability, and a communication style that matches the rigor of the audit profession.

If you're ready to delight an international customer base in both German and English, take ownership from day one, and elevate support to the next level, we'd love to meet you!

Tasks

• Single point of contact for our enterprise-heavy customer base throughout the entire support lifecycle-from first ticket to successful resolution.
• Service excellence & ownership: Drive proactive incident and escalation management.
• High sense of urgency: You respond rapidly to incoming requests while still prioritizing effectively and maintaining quality.
• Technical troubleshooting: Rapidly build deep product knowledge and clearly communicate solutions to complex questions.
• Internal hub: Partner with Product, Engineering, and Sales to funnel feedback, prepare releases, and close knowledge gaps.
• Process & knowledge building: Build and refine support workflows and a scalable knowledge base to set up a scalable customer support unit for DNL.

Requirements

• 1+ year experience in customer support - ideally in a B2B SaaS environment with enterprise clients.
• Full professional working proficiency in German and English (C1/C2) in spoken and written form.
• Outstanding communication & empathy combined with a strong service mindset; prior exposure to auditors or finance teams is a plus.
• Technical affinity: You read release notes like others read the morning news and translate technical detail into customer value.
• Tool mastery: Comfortable with modern ticketingsystems (e.g., Usersnap, Zendesk, ...).
• Analytical mindset: You spot patterns in support data, prioritize based on impact, and back your decisions with metrics.
• Berlin HQ first: Your primary workplace is our Berlin office; remote flexibility for the remaining days is possible.

Benefits

• Competitive package: 30 vacation days, competitive salary, monthly benefit vouchers.
• Ownership from day one: Flat hierarchies, short decision paths, and plenty of room for your ideas.
• Modern setup: Top-tier equipment, brand-new office in Berlin-Kreuzberg, and flexible remote days each week.
• First-class team: International, ambitious, and collaborative-regular offsites and team events included.
• Real impact: Shape the support strategy of a complex AI-SaaS product that transforms how audit professionals work worldwide.

Ready for your next career step?

Send us your CV-no cover letter needed-and help us redefine customer support excellence at DNL.

We can't wait to meet you!