Customer Success & Operations Specialist – SaaS

Role Overview

• Own end-to-end customer support for our DigitalCheckIn product
• Conduct onboarding sessions, product walkthroughs, and short trainings
• Analyze and resolve customer issues via email, phone, and screenshare
• Develop smart help and onboarding processes to help customers achieve success faster
• Create and maintain FAQs, help materials, and knowledge base content
• Identify recurring issues and proactively initiate improvements
• Systematically collect customer feedback and work closely with Development and Product teams
• Test new features from an end-user perspective
• Help shape and optimize our customer success processes

Requirements

• Some experience in Customer Success, support, or a SaaS/software environment
• Excellent verbal and written communication skills
• Structured, independent, and reliable working style
• Basic technical understanding of web applications (no coding required)
• Willingness to take responsibility and actively drive initiatives forward
• Customer-focused and process-minded
• Comfortable working in a dynamic startup environment
• Plus: Experience with SaaS products
• Plus: Experience with digital processes or training
• Plus: Interest in product improvement and digitalization

Benefits

• High level of ownership and real scope to shape your role
• Direct impact on customer satisfaction, processes, and product development
• Close collaboration with founders, development, and product teams
• Flexible working hours
• Remote, hybrid, or office-based working models available
• Modern SaaS environment & top-tier equipment
• 30 days of vacation (pro-rated)
• Drinks, snacks & regular team breakfasts