Managing CRM platforms and proposing customer - focused strategies for projects at Mercantil. Collaborating with teams for implementation and enhancements in a dynamic banking environment.
About the role
- Customer Success Manager optimizing technical operations for FoodGenius through troubleshooting and client support. Collaborating with teams to ensure smooth operations in the gastronomy sector.
Responsibilities
- Work as part of the FoodGenius CSM team
- Receive, analyze and resolve technical and application-related requests
- Support our customers in daily operations (the hospitality business is, let’s say: time-critical)
- Prioritize by impact/urgency, communicate clearly, provide traceable updates
- Troubleshooting & fault analysis
- Log analysis, reproducing errors, narrowing down root causes
- Work with monitoring/status information (and maintain a healthy skepticism toward “it works for me”)
- Coordinate with dev/infra teams, including clear escalation (with context, not just “it doesn’t work”)
- Documentation & knowledge building
- Document solutions, workarounds, processes and common failure patterns
- Maintain the internal knowledge base so the team gets faster (and you don’t have to explain the same thing three times a day)
- Quality in support
- Identify recurring problems and provide improvement suggestions (product/process)
- Optional: initiate small internal tools/automations (depending on skillset)
- After onboarding: participate in the FoodGenius on-call rota (24x7) for technical incidents — as part of a team, not alone
Requirements
- Experience in IT or software Customer Success/Support (1st/2nd level) or in a comparable role
- Technical understanding: you can decompose systems logically instead of groping in the dark
- Solid fundamentals in areas such as operating systems (Windows / macOS / Linux)
- Network basics (DNS, HTTP(S), ports, “why is the Wi‑Fi not working right now”)
- Web applications / APIs (at least at a basic level)
- Structure & ownership: you follow up cases cleanly, document and prioritize them
- Very good German language skills, and polite communication — even under stress
- Willingness to work predominantly on-site in St. Wendel (home office by agreement, depending on setup/phase)
Benefits
- A job with real responsibility: you don’t just process tickets, you solve real operational problems
- Structured onboarding, clear processes, dedicated points of contact
- A supportive team that shares knowledge and distributes responsibility fairly
- Regular professional development (hands-on, practical)
- Modern workplace (including shower, washing machine and a high-quality espresso machine)
- Sensible on-call rotation within the team — not “here’s the phone, good luck”
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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