Customer Success Expert - German-speaker - (6 months contract)

at  Cowboy

WHO WE ARE

In 2018, Cowboy introduced the most beautiful, simple, and connected electric bike for urban riders. With a vision to be the ideal mode of transport, Cowboy has transformed the electric bike to be a fully connected ecosystem that our riders experience every day. Over time, the cultural impact we imagine is one of creating the living city - urban environments that are more mindful of us and the way we want to move and more sustainable for all its inhabitants.
We are a disrupter in the market with ambitious goals, winning Red-Dot awards in 2018, 2019, and 2021. We enhance the riding experience by unifying intelligent technology, delightful design, and meticulous customer service. Our mission is to become the most desirable micro-mobility company in Europe & US by 2025.
In May 2021, Cowboy launched its fourth model, introducing a new frame with a wireless phone charging feature. Our bikes, on-demand test rides, and repair services are available in more than 10 European countries and our bikes are available across the U.S.A. In January 2022, Cowboy raised $80 Million of funding from international investors led by HCVC and Siam Capital with continued support from previous investors Index and Tiger Global in the Series C round.
A Cowboy is someone with the courage, despite their fears, to follow their own intuition and to move their own way. Courage is the human emotion shared among our riders and with us as a brand.

REQUIREMENTS

We are looking for is an entrepreneurial person who:

• Is fluent in English & is a native-level speaker in German (A decent level of French or Dutch is a plus)
• Holds a Bachelor degree, ideally in Business & Economics or Engineering
• Has 0-3 years experience in a customer facing position
• Is able to work and thrive in a fast-paced environment
• Has excellent communication skills (both written and verbal)
• Is comfortable speaking to a wide range of people covering a wide range of situations
• Is able to make a customer smile, even from behind a phone or computer
• Combines strong empathy with a solution-minded, goal-oriented mindset and approach
• Is a true team player. Taking ownership and taking care of your peers

ABOUT THE ROLE

Cowboy is about ‘customer obsession’, creating a seamless customer experience and being close to our riders from the moment of discovery to the moment where a problem arises and when we want to be close to solve it. Building a new way to move in your city we aim to create long-term partnerships with our customers that are built on trust and care.
The customer success team is on a mission to help customers move freely through the city and feeling happy about Cowboy, delivering top-notch support and working out creative solutions to our customers’ problems, every single day. To achieve this goal, we’re looking for a passionate Customer Success expert to make the difference between great and excellent.

WHAT YOU’LL BE DOING

• Collaborating closely with several internal departments, with a significant focus on hardware, software, and quality
• Addressing complex issues and conducting in-depth diagnostics
• Managing escalated tickets to ensure customer issues are resolved efficiently
• Providing valuable feedback to internal departments with the aim to enhance existing operational workflows
• Serving as the customer’s champion through excellent follow-up and gaining a deep understanding of the product’s technical aspects