Customer Success Agent (m/f/d)

Description

We are now looking for a Customer Success Agent who will ensure that our customers receive excellent support and maximize value from Tracify. In this role, you will handle support requests, maintain our Helpcenter, and act as the first point of contact for questions. If you are ready to take on this exciting challenge and play a key role in shaping our customers' success, we look forward to receiving your application!

Your responsibilities

• Independently manage 1st level non-technical support requests, ensuring SLA compliance and a consistently positive customer experience
• Own the Helpcenter: drive adoption, keep it up to date, and reduce support requests while boosting product adoption
• Act as an Escalation Gateway: identify and translate support cases, brief stakeholders clearly, and ensure customers remain satisfied even in challenging situations
• Continuously improve support processes and team performance - working smarter and better every day
• Collaborate closely with your colleagues and keep on developing yourself and your surrounding

Your qualifications

• Strong communication skills: ability to structure and clearly translate between requirements and solutions
• High customer-centric mindset and empathy: you understand how to “read” customers and can guide them empathetically through the process
• Proactive, entrepreneurial, and solution-oriented working style
• Ability to transfer existing knowledge into new cases
• Basic Knowledge on E-Commerce Systems and/or Performance Marketing
• Fluency in English and German

• Experience with CRM systems and data-driven workflows
• Familiarity with tracking, attribution or BI-Systems
• Exposure to website and/or shop integrations
• Ability to thrive in fast-paced, dynamic and startup-like environments

Perks of working at Tracify

• Innovative environment: Work in an agile startup with flat hierarchies and plenty of room for your ideas
• Impact: Take ownership from day one and directly shape the future of Tracify with your work.
• Team spirit: A motivated and supportive team that values collaboration and open communication.
• Development opportunities: Grow with us and become an onboarding & customer success expert.
• Flexibility: Hybrid setup with flexible working hours - enjoy the comfort of remote work and the collaboration in our Munich office
• Free choice of equipment: Choose your preferred setup (Mac/Windows) - also for private use