Client Experience Manager serving as an advocate for LightEdge clients. Developing strategies for maintaining client retention and identifying growth opportunities while collaborating with sales.
About the role
- Customer Success Manager analyzing requests and providing solutions for FoodGenius customers in a technical support role. Collaborating closely with development and infrastructure teams post-training.
Responsibilities
- Work as part of the FoodGenius Customer Success Management (CSM) team
- Receive, analyze and resolve technical and application-related inquiries
- Support our customers in day-to-day operations (hospitality is time-critical)
- Prioritize by impact/urgency, communicate clearly, and provide traceable updates
- Troubleshooting and fault analysis
- Log analysis, reproducing issues, and narrowing down root causes
- Work with monitoring and status information (and maintain a healthy skepticism toward “it works for me”)
- Coordinate with development and infrastructure teams, including clear escalations (with context, not just “it’s not working”)
- Documentation and knowledge building
- Document solutions, workarounds, processes, and common error patterns
- Maintain the internal knowledge base so the team becomes more efficient (and you don’t have to explain the same thing three times a day)
- Deliver quality support
- Identify recurring issues and propose improvements (product/process)
- Optional: Initiate small internal tools and automations (depending on skillset)
- After onboarding: Participate in the on-call rotation (24x7) for FoodGenius during technical incidents — as part of a team, not alone
Requirements
- Experience in IT or software customer success/support (1st/2nd level) or a comparable role
- Technical aptitude: ability to decompose systems logically rather than rely on guesswork
- Solid fundamentals in areas such as operating systems (Windows / macOS / Linux)
- Basic networking (DNS, HTTP(S), ports, and troubleshooting ‘why is the Wi‑Fi not working right now’)
- Web applications / APIs (at least basic familiarity)
- Structure & ownership: you follow up cases thoroughly, document them and prioritize appropriately
- Very good German language skills; friendly communication even under pressure
- Willingness to work predominantly on-site in St. Wendel (home office by arrangement, depending on setup/phase)
- Nice to have: Experience with ticketing systems, monitoring and log tools
- Exposure to Linux / Kubernetes / cloud environments
- Familiarity with hospitality / POS / delivery service environments is a plus (helpful but not required)
Benefits
- A role with real impact: you won’t just “process tickets” — you’ll solve real operational problems
- Structured onboarding, clear processes and dedicated contacts
- A collegial 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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