Customer Support Expert (m/w/d)

Your mission

As a Customer Support Expert (m/f/d) at natif.ai you are responsible for the satisfaction of our customers and play a major role in the overall success of our platform. With a solid understanding of our AI-based document processing technology, you will provide the best possible service to our customers. Your goal is to make every customer interaction smooth, informative and beyond customer expectations. You improve our processes and knowledge base and build strong, lasting relationships with our customers. You work closely with cross-functional teams to handle enquiries and implement valuable customer feedback.
Your main tasks include:

• You represent natif.ai to our customers and provide excellent customer support
• You are an expert on our platform and proactively contribute new ideas
• You ensure that our customers achieve their goals with our product and therefore always solve their problems quickly and reliably
• You lead and participate in regular Root Cause Analyses (RCA) to improve our processes and knowledge base
• You are independently responsible for first and second level support and manage third level support requests together with our development team
• You manage, maintain and expand our documentation and our HelpCentre
• You work closely with the Customer Success, Solution Engineering, Product and Sales teams to continuously improve our product and service and identify bugs

Your profile

• You have a degree in (business) informatics, engineering or a related field
• You have experience working with customers in the B2B sector
• You have strong problem-solving skills and are able to break down complex issues and seek support when needed
• You find it easy to communicate with customers and explain complicated issues in a way that is easy to understand
• Customer service is your passion: you always offer your customers the best possible support
• You have experience with REST API and have a good understanding of JSON structure and troubleshooting
• You are familiar with leading ticketing systems such as Jira Service Management
• You are a strong communicator in both German and English

Why us?

• Experience innovation: Become part of an innovative company that aims to become the market leader in AI-powered document automation
• Varied Tasks: Work on diverse assignments, exciting challenges and innovative projects in a fast-growing organization
• Unleash creativity: Enjoy a high degree of freedom to develop your creative ideas and work directly with key decision makers and AI experts
• Create: Contribute your own ideas and shape the future of the company together with us
• Personal growth: We strive for excellence in everything we do and thus place a high focus on your personal and professional development
• Open corporate culture: Work in an open corporate culture with flat hierarchies and a diverse, interdisciplinary team
• Attractive compensation: Benefit from a competitive compensation package, regular team events and a variety of other benefits
• Work-life-balance: We attach great importance to work-life balance. Flexible working hours and the possibility to work from home guarantee this balance

Contact information

Your recruiter:
Charlotte Risch
Human Resources
charlotte.risch@natif.ai
+49 160 819 71 58