Job Posting – Customer Success Manager / Technical Customer Service (m/f/d)

ANKER Group; Leinster; On-site; EUR 45,000 - 75,000; Full time

Benefits offered by this job

Flat hierarchies

Flexible working hours

Empower employees to own tasks

Job summary

Locafox GmbH in Bielefeld seeks a full-time Customer Success Manager / Technical Customer Service Representative to support POS systems from onboarding through daily operations. You will handle technical questions, diagnose issues, and maintain strong client relationships while working closely with Product and Development to turn feedback into improvements.

The role requires German fluency and good English, with a focus on scalable customer success and high-quality service in a fast-paced retail

Qualifications

• Experience in customer success, technical support, SaaS or account management.
• Direct contact with customers and ability to empathize with store staff.
• Strong diagnostic approach and problem-solving mindset.
• Clear, professional, solution-oriented communication across roles.
• Independent worker with ownership of projects and clients.
• Technical aptitude and interest in software/hardware and digital solutions.
• POS environments or retail tech experience is a major plus.
• German fluency and good English required.

Responsibilities

• Onboard customers and set up POS systems, serving as their main contact.
• Provide support for questions and technical issues related to POS software and hardware.
• Diagnose problems, pinpoint errors, and work with customers to resolve.
• Build long-term relationships with existing customers and ensure success.
• Understand customers' POS processes and optimize day-to-day operations.
• Gather feedback to inform product improvements and new requirements.
• Collaborate with product management to translate customer challenges into specifications.
• Identify recurring issues and drive root-cause elimination.
• Help improve customer support processes, workflows, and documentation.
• Record inquiries and communications in the CRM system and share critical updates.

Skills

Customer success

Technical support

SaaS support

Account management

German fluency

English communication

Zoho CRM

Tools

Zoho CRM

Job description

ANKER As the market leader in point-of-sale solutions, with headquarters in Bielefeld and offices in Essen, South Africa, and Indonesia, the company stands for a combination of long-standing tradition, innovation, and consulting. From digital cloud-based POS systems for small and medium-sized retailers, to all-in-one and self-checkout systems, all the way to full-service implementations for retail groups, ANKER covers the entire value chain at the POS and creates creative and innovative solutions for our customers. Full of motivation and drive, we’ll work together with you to shape the POS, create unique and customized point-of-sale systems, and thereby support sustainable transformation in the retail industry. In addition to a dynamic and communicative team, we offer flat hierarchies, flexible working hours, and empower our employees to work independently and take ownership of their tasks. To support the continued growth of ANKER , we are currently seeking to strengthen the team at Locafox GmbH as a full-time Customer Success Manager / Technical Customer Service Representative (m/f/d) at our location in Bielefeld.

Your Responsibilities

• You will support our customers from onboarding and setting up their point-of-sale systems through to day-to-day operations, serving as their dedicated point of contact.
• You will provide support for questions and technical issues related to our POS software, point-of-sale systems, kiosk solutions, and connected components
• You analyze problems in a structured way, pinpoint errors, and work with customers and our team to find practical solutions - especially when quick support is needed during ongoing POS operations
• You will provide support to our existing customers and build long-term, trusting customer relationships
• You understand our customers' point-of-sale processes and help them make the best use of our solutions in their day-to-day operations
• You gather requirements and feedback from real-world point-of-sale and store operations and incorporate them directly into the further development of our product
• You’ll work closely with our product management and development teams to translate challenges from customers’ day-to-day experiences into clear requirements and suggestions for improvement
• You identify recurring support issues and work with the team to eliminate their root causes in a sustainable way - rather than just providing short-term solutions to problems
• You will actively help improve our customer support, for example by developing better workflows,documentation, support resources, and internal processes
• You will document customer inquiries, technical processes, and relevant communications in a structured manner in, our CRM system.
• You ensure that important information is reliably shared among customers, Customer Success, Support, Product Management, and Development.

Your Profile

• You have already gained experience in customer success, technical customer service, SaaS support, or account management
• You enjoy direct contact with customers and can easily put yourself in the shoes of a store associate - especially when something at the register or in the store isn't going as planned
• You enjoy getting to the root of technical problems and can systematically narrow down complex issues
• You communicate clearly, professionally, and in a solution-oriented manner, and you can adapt to a variety of contacts - from the cashier to the technical contact or decision-maker
• You work independently, contribute your own ideas, and take responsibility for your projects and clients
• You have a strong technical aptitude and enjoy learning about software, hardware, interfaces, and new digital solutions
• Terms and topics such as point-of-sale systems, payment, POS hardware, receipt printers, scanners, store operations, or inventory management don't intimidate you - ideally, you've already had some hands-on experience with them
• experience in the POS environment, retail, the food service industry, or with point-of-sale and retail technologies is a major plus
• Ideally, you have already worked with CRM or ERP systems - experience with Zoho is a advantage
• You can use Microsoft 365 or Google Workspace with confidence
• You speak German fluently and have a good command of English