Senior Customer Support Specialist (f/m/d)

at  Hive Technologies GmbH

THE POSITION

If you are excited about growing with Hive and love operations, this might be the right position for you!

As a Senior Customer Support Specialist, you will be working onsite with the Customer Support team based in our centrally located Berlin office. As part of this role, you will:

• Provide world-class Customer Support to our customers, ensuring they have a smooth and positive experience with the Hive App.
• Collect and analyze customer feedback to identify areas for improvement and work with the team to implement changes.
• Maintain clear and professional communication with customers via email and Google meet.
• Assist in managing day-to-day operations, including handling customer complaints, technical workarounds, and process documentation and optimization.
• Create and maintain helpful resources, FAQs, and documentation to assist customers.
• Driving customer satisfaction and retention, and your efforts will directly impact our growth trajectory.
• Supporting team lead with quality assurance and feedback to stakeholders and team
• Go beyond day-to-day to be the voice of the customer across the whole company
• Present projects and results in the company All Hands
• Create business cases with data to pitch to stakeholders and lead projects impacting revenue

YOUR PROFILE

We know - sometimes, you can’t tick every box. We would still love to hear from you if you think you’re a good fit!

• Language: C1 in English as well as C1 efficiency in one of the following languages: French, Italian, Spanish, or German
• A creative problem-solver with a positive attitude
• Experience in a Series A-backed fast-paced start-up
• A fast-thinking leader who leads by example and loves firefighting
• Ability to work independently and manage multiple tasks effectively using multiple platforms daily.
• Highly organized and detail-oriented.
• Comfortable coaching on a team and individual basis while continuously looking for areas of improvement.
• Excellent verbal and written communication skills, conveying complex technical information to non-technical stakeholders.
• Capability to develop and implement technical and operational strategies and processes aligned with business objectives.
• Strong interpersonal skills with a friendly and approachable demeanor.
• Handle complex escalations involving multiple stakeholders and revenue impact.
• Efficient with Google Sheets, data analytics and SQL.

• Provide world-class Customer Support to our customers, ensuring they have a smooth and positive experience with the Hive App.
• Collect and analyze customer feedback to identify areas for improvement and work with the team to implement changes.
• Maintain clear and professional communication with customers via email and Google meet.
• Assist in managing day-to-day operations, including handling customer complaints, technical workarounds, and process documentation and optimization.
• Create and maintain helpful resources, FAQs, and documentation to assist customers.
• Driving customer satisfaction and retention, and your efforts will directly impact our growth trajectory.
• Supporting team lead with quality assurance and feedback to stakeholders and team
• Go beyond day-to-day to be the voice of the customer across the whole company
• Present projects and results in the company All Hands
• Create business cases with data to pitch to stakeholders and lead projects impacting revenu