Senior Customer Support Specialist

🔥 16 hours ago

🇩🇪 Germany – Remote

💵 €47.5k - €57.5k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

plancraft

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

☁️ SaaS

📣 Marketing

💰 $44.5M Series B - Plancraft on 2025-08

SaaS • Marketing

plancraft is a company that provides marketing website front-end assets and HubSpot form integrations. The provided CSS and class names (e. g. , "Plancraft HubSpot Form — Polished Version", "plancraft-marketing-pages--features_card-item") indicate the company focuses on styling and UI components for marketing pages, forms, and web marketing UI/UX. The assets include responsive layout utilities, form field styling, checkbox/radio styles, error states, and marketing page feature cards—suggesting a product or service that helps teams build and polish marketing websites and form experiences.

📋 Description

• Own the full lifecycle of customer inquiries via email, chat, and phone—from triage and analysis through resolution, follow-up, and closure • Serve as the first point of contact for tradespeople regarding product questions, technical issues, and workflow-related questions • Deliver fast, high-quality solutions while independently managing the backlog, first-response times, and resolution times • Take end-to-end ownership of cases and collaborate with Customer Success, Product, and Engineering teams as needed • Document and categorize cases accurately and provide information for root-cause analyses • Create and maintain Help Center articles, macros, and internal playbooks • Identify recurring issues, UX hurdles, and knowledge gaps, and translate them into product and process improvements • Support customers with key plancraft workflows, resolve blockers, and share best practices • Further develop support automation and AI workflows through testing, feedback, and continuous improvement • Depending on experience, take ownership of specialized areas such as serving as a Feature Champion, conducting onboarding sessions, or hosting webinars

🎯 Requirements

• Strong customer focus, combined with clear, professional, and empathetic communication • Structured and analytical problem-solving skills • Ability to independently take ownership of customer inquiries through to resolution • Team-oriented and collaborative working style • Good technical understanding and confidence using digital tools and software • German proficiency at C1/C2 level • English proficiency at least at B2 level • Initial experience in Customer Service, Customer Support, or Customer Success (nice to have) • Experience with trades businesses or their day-to-day work and workflows (nice to have) • Experience with Intercom, HubSpot, Slack, Google Workspace, or Stripe (nice to have) • Additional language skills in Spanish, Italian, Polish, or Dutch (nice to have) • Existing right to work in the EU or the relevant country; no visa or work permit sponsorship

🏖️ Benefits

• 3 major team events per year • 2 informal monthly events at the HQ • Recognition culture • Flat hierarchies and a high level of trust • Personal learning budget • Enablement programs • Personal Claude license • Modern equipment, including a MacBook and high-quality over-ear headphones • 30 days of annual leave • December 24 off • Urban Sports Club subsidy • Internal sports meetups • JobRad bicycle leasing program • Subsidized Deutschlandticket or BahnCard • International environment