Senior Customer Support Specialist

🕒 September 2

🇩🇪 Germany – Remote

💵 €47.5k - €57.5k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 16%

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.

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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

• Manage the entire lifecycle of customer inquiries via email, chat, and phone—from classification 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, independently manage the backlog, and monitor first-response and resolution times • Take end-to-end ownership of cases and collaborate with Customer Success, Product, and Engineering when needed • Document and categorize cases accurately to support root-cause analysis • Create and maintain Help Center articles, macros, and internal playbooks • Identify recurring issues, UX pain points, and knowledge gaps, and suggest product and process improvements • Support customers in using key plancraft workflows, resolve blockers, and share best practices • Continuously develop support automations and AI workflows through testing, feedback, and ongoing improvement • Depending on experience, take ownership of specialist areas such as Feature Champion responsibilities, onboarding sessions, and webinars • plancraft develops practical SaaS and AI solutions for tradespeople and trade businesses

🎯 Requirements

• Strong customer focus with clear, professional, and empathetic communication • Structured and analytical approach to problem-solving • Ability to take independent ownership of customer inquiries through to resolution • Team-oriented and collaborative working style • Strong 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 trade businesses or their day-to-day operations 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 respective country; no visa or work permit sponsorship

🏖️ Benefits

• 3 major team events per year • 2 informal monthly events at HQ • Recognition culture • Flat hierarchies and a high level of trust • Personal learning budget • Feedback culture and enablement programs • Personal Claude license • MacBook and high-quality over-ear headphones • 30 days of annual leave • December 24 off • Subsidy for Urban Sports Club • Internal sports meetups • JobRad • Subsidized Deutschlandticket or BahnCard • International environment