Associate Premium Support Specialist (d/f/m) - German Speaking
Core
Focal contact for premium customers, providing reactive and proactive multi-channel support to ensure retention, satisfaction, and high product adoption.
Role type
Associate Premium Support Specialist (Senior IC)
Builds
User-friendly HR SaaS platform for small and medium-sized organizations
Domain
HR Technology / SaaS
Deliverable
client delivery
Required skills
German (fluent), English (fluent), multi-channel support, customer relationship management, technical troubleshooting, SaaS product knowledge, Zendesk proficiency, process improvement, upselling
Preferred skills
Experience in fast-growing software/SaaS companies, experience with high-value enterprise customers, knowledge of HR/Finance/ERP/CRM platforms
Technologies
Zendesk, Fullview, Mailjet, Intercom Fin Copilot
Responsibilities
Manage premium customer portfolios, resolve complex technical/product issues, maintain internal knowledge base, suggest process improvements, educate customers on new features, achieve CSAT and ticket resolution metrics
Seniority
Associate, experienced professional