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About the Role
ProvenExpert is building a platform to help service providers, freelancers, and companies showcase authentic customer feedback, enhancing their visibility and success. Our tools focus on leveraging reviews for better SEO, social media presence, and a strong online reputation.
Responsibilities
- Provide professional and organizational leadership to the Customer Success team.
- Coordinate daily operations and prioritize customer and team issues.
- Support the team with complex customer cases, escalations, and technical questions.
- Develop onboarding, support, and escalation processes.
- Analyze customer feedback, churn risks, usage patterns, and support topics.
- Derive concrete measures to improve customer satisfaction and loyalty.
- Collaborate closely with Sales, Support, Product, Marketing, Operations, and Engineering.
- Conduct 1:1 meetings, team meetings, and feedback sessions.
- Create reports on customer satisfaction, response times, retention, and open issues.
- Ensure accurate documentation in CRM, ticketing systems, and internal tools.
- Manage key customer accounts and critical escalations.
- Assist with recruiting, onboarding, and knowledge transfer within the team.
- Maintain and develop templates, guidelines, and process documentation.
Requirements
- Possess and actively impart a strong understanding of customer-centric communication to your team.
- Confidently assess diverse requirements, perspectives, and escalation situations.
- Lead your team clearly, appreciatively, and reliably, setting priorities, providing direction, and ensuring dependable task distribution.
- Work in a structured and solution-oriented manner, analyzing processes and customer concerns to derive improvements.
- Enjoy active customer communication across various channels and support your team with complex issues and challenging conversations.
- Provide constructive feedback, develop employees, and foster an open learning culture.
- Take responsibility for quality, service levels, and customer satisfaction, using relevant metrics to improve team performance.
- Collaborate closely with adjacent departments like Sales, Account Management, Product, or Operations, representing customer and team interests clearly and factually.
- Have very good German and good English language skills, both written and spoken.
- Have prior experience in customer contact, customer service, Customer Success, direct marketing, sales, or account management.
- Experience with CRM systems, such as HubSpot, is required.
- Ideally, have experience with reports, dashboards, or ticketing processes.
Skills
- Customer-centric communication
- Team leadership
- Prioritization
- Problem-solving
- Process analysis
- Customer relationship management
- Feedback delivery
- Performance metrics analysis
- Cross-functional collaboration
- CRM systems (e.g., HubSpot)
- Reporting
- Dashboard utilization
- Ticketing processes
Location
- Berlin
- Madrid
Work Type
- Hybrid model
- Full-time
Experience Level
- First leadership experience is an advantage (e.g., Team Lead, Senior Customer Success Manager, or technical point of contact)
Salary/Compensations
- 40,000 to 50,000 EUR gross per year (40h/week)
Benefits
- International, open, and appreciative work environment
- Flexible working hours in a hybrid model
- Modern work environment and choice of hardware
- Scope for own ideas and active participation in platform development
- Personal and professional development opportunities
About the Company
- ProvenExpert believes trust is the most important currency in business.
- Our team is as international as our customers.
- We work across borders, digitally and on-site, with the common goal of making trust tangible and usable online.
- Every idea counts here.
- We are a team that values initiative.
- We believe in the power of diversity.
- Our team consists of talented individuals from diverse backgrounds, cultures, and perspectives.
- We value the uniqueness of each team member and foster an inclusive work environment where innovation and creativity thrive.
- Everyone has a voice here.
Equal Opportunity
- We welcome applications from individuals of all genders, ethnic backgrounds, religions, sexual orientations, and abilities.