Customer Support Coordinator - [German speaking-Munich based] (f/m/d)
HybridMunich, Bavaria, Germany
Job Summary
Serve as the primary contact for enmacc users across calls, tickets, emails, and live chat, coordinating closely with Product and Engineering teams to troubleshoot and resolve platform issues. Maintain and expand the enmacc Help Center by creating clear, user-friendly guides, FAQs, and training materials. Manage critical operational tasks in collaboration with Revenue teams, including client and user setup, onboarding, permissions, and maintaining clean data records. Monitor customer service and operational support metrics to identify product enhancements and optimize team workflows. Partner with Sales and Marketplace Management teams to ensure a seamless experience for all network members.
Required Qualifications
- 2+ years of experience in a customer support, customer success, or operational role
- ideally within a B2B SaaS, fintech, or energy-related company
- Exceptional written and verbal communication skills in both English and German (both at a professional business level)
- Strong organizational and multi-tasking skills
- ability to prioritize issues calmly in a fast-paced environment
- Passion for delivering outstanding customer service and building strong, trust-based relationships
- Highly comfortable navigating CRM and support ecosystems (e.g., Zoho, Zendesk, Intercom)
- belief that data hygiene is critical
- excitement to leverage modern tools and AI to optimize customer interactions and support
- Bilingual Communication
Desired Qualifications
- Quick to master complex software and explain it simply
- curious, solution-oriented problem solver
- proactively digs for root causes rather than just routing tickets
- Customer DNA
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