Customer Support Specialist managing German client inquiries with a hybrid work model from Berlin. Supporting clients via phone and ensuring diligent documentation in the CRM system.
About the role
- Customer Support Representative handling inquiries and support for veterinary tech company. Collaborating with cross-functional teams and enhancing customer satisfaction in a fast-paced environment.
Responsibilities
- Provide fast, accurate support to customers across multiple channels on a wide range of topics and product features.
- Troubleshoot and investigate questions related to day-to-day veterinary clinic operations.
- Develop a deep understanding of our products and services to effectively resolve customer challenges and enrich our Help Center with clear, useful content.
- Contribute to customer retention and satisfaction by building strong, trust-based relationships across the veterinary industry.
- Log customer interactions accurately, share insights with internal teams, and develop reference materials that help improve team efficiency.
- Escalate customer issues by creating detailed bug reports and feature requests in our internal ticketing system.
- Collaborate closely with cross-functional teams - including onboarding, customer success, sales and product - to ensure a seamless customer experience.
- Recommend workflow, process, or automation improvements to better serve our rapidly growing customer base.
Requirements
- Prior experience with CRM or customer support tools (e.g., Intercom, Zendesk, HubSpot) to ensure swift, effective resolutions.
- Experience working in a fast-paced, high-volume, remote environment while balancing multiple tasks.
- Passion for animals and a genuine desire to support both pet owners and veterinary teams.
- Curiosity, resourcefulness, and a strong solution-oriented mindset.
- You remain positive through setbacks, use feedback constructively, and seek continuous improvement.
- Strong technical aptitude - you’re eager to understand how things work and find efficient solutions for customer problems as well as internal workflows.
- Excellent communication skills with empathy and patience.
- You can quickly build trust through thoughtful discovery, problem-solving, and intentional support.
Benefits
- PTO + Bank holidays: local standard
- Health benefits: ASIROM Insurance
- Continuous learning and personal growth: We offer a $1,000 (USD) yearly budget for learning and growth opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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