Customer Support Manager at LimeSurvey

Job Description

This is a remote position.

Location:

Remote | Headquarter Hamburg

LimeSurvey

At LimeSurvey we are on a mission building the world’s #1 survey platform emphasized on ease of use, stability and extensibility. We do this together with our fast-growing community and an international team of survey fanatics in Hamburg.

You can find LimeSurvey in over 140 countries and 80+ languages: from local governments, NGO’s and universities to students, small business owners and public traded companies.

We could use some help. If you’re looking for the next challenge in Customer Care, you might have just found it.

Customer care

As Customer Care team member you need to obtain an in-dept knowledge of all our relevant products and memberships. You will handle inquiries via e-mail and chat in a customer focussed and solution oriented manner. You will handle a part of our inbound customer requests and tickets and take care of our customers once they are onboarded. You will further help us in building our customer success department by setting up our customer lifecycle and creating training material.

This will be your arena:

• You will help and support our customers, give advice and respond to diverse inquiries, ranging from payment issues, refunds, cancelations and the creation of new orders
• Complex tickets, these also need a solution
• Translate customer feedback into actionable insights
• Maintenance of our knowledge base, manuals and translations
• Figure out whats next at our Customer Success department

This is you:

• You care about your customers and strive for excellence
• Fluent in written and spoken form in English and either German or French
• Language skills in other languages could be an advantage
• Your a bit tech-minded as our product 'still' is
• You have a good sense of humor
• Worked for a Saas company before
• Experience with Customer Success
• Comfortable in a startup environment
• Can work autonomously

What we offer

The task ahead is varied, interesting and challenging. You will work in a startup environment. You will have the chance to work with a growing international team. There is plenty of room for creativity and your own ideas. We offer a dynamic working environment with flexible hours remote, from home or in the office if your nearby. As well as an appropriate salary package based on cosed of living including: paid vacation, local public holidays, paid sick leave & parental leave, employment & contractor options.