(Senior) Customer Support Specialist (f/m/d)
Core
Provide fast, precise, and empathic customer support across email, chat, and phone to help craftsmen use the plancraft SaaS solution effectively.
Role type
Customer Support Specialist
Builds
plancraft SaaS platform for European craftsmen
Domain
Construction/Trade industry + SaaS
Deliverable
client delivery
Required skills
Empathy, structured problem-solving, technical understanding, documentation, knowledge base creation, workflow guidance, automation testing
Preferred skills
Customer Success experience, trade industry knowledge, Intercom/HubSpot/Slack/Stripe experience, additional European languages
Technologies
Intercom, HubSpot, Slack, Google Workspace, Stripe, AI tools (Claude)
Responsibilities
Manage end-to-end customer inquiries via email, chat, and phone; create and maintain Help Center articles and internal playbooks; identify recurring issues and translate them into product improvement suggestions; support support automation and AI workflows; collaborate with Product and Engineering teams.
Seniority
Individual Contributor
