German + English Customer Success Representative (Hybrid - Zagreb, Croatia)

Are you naturally curious and love digging into tools and processes to uncover solutions? Do you switch with ease between multiple software platforms throughout your day? Have you mastered the balance between professionalism and assertiveness when working with clients? And, equally important, are you fluent in both German and English?

If so, keep reading!

What You’ll Be Doing

As a Customer Success Representative, you’ll serve as a primary point of contact for German-speaking clients of a medical supply management SaaS and assist them with inquiries and troubleshooting after their onboarding. Here’s how:

• Learn and re-learn: The software evolves continuously, so you’ll keep learning and adapting as new updates roll out.

• Provide professional, solution-driven support: You’ll assist B2B clients via email, chat and WhatsApp with topics ranging from pricing inquiries to software bug reports. Your aim is to make them feel heard, at ease and guided toward a resolution.

• Be the first line of defense: You’ll investigate common issues before escalating to other teams, using your keen eye for detail to troubleshoot effectively.

• Collaborate with others: Not every issue can be resolved by you and that’s completely fine. You’ll work with other teams, such as Development, Sales, and Client Onboarding, to find the right solution and relay it back to the client.

• Improve existing processes: You’ll identify areas for improvement within the Customer Success processes and suggest solutions to enhance client satisfaction and create more efficient workflows.

• Stay on top of things: You’ll maintain accurate records of customer interactions and transactions and update the internal knowledge base, FAQs and templates accordingly.

What Makes You a Fantastic Fit

• Based in or near Zagreb: While this position is mostly remote, initial training and occasional upskills will be conducted in our Zagreb office.

• Language skills: You’re fluent in German (C1) and proficient in English (B2 or higher), both written and spoken.

• Resilience and assertiveness: You’re calm and collected under pressure and communicate with confidence.

• Tech-savvy: You’re comfortable using multiple software tools simultaneously, including different CRMs and ticketing systems. You master new tools with ease.

• Problem-solving mentality: You thrive on challenges, exploring multiple options to find the best solutions.

• An eye for detail: You’re meticulous and detail-oriented.

• Empathy & communication: You’re compassionate, a great communicator, and can put yourself in others’ shoes.

• Customer success experience: Previous experience in customer success or customer support role, especially in the SaaS industry, is desirable but not mandatory.

What You Can Expect

• An employer that cares about your work experience

• An option to combine remote work with occasional trips to the office (about twice a month)

• A stable and competitive income

• Additional vacation days based on tenure

• An opportunity to grow and develop in your career

• MultiSport membership option

• A truly great team by your side with a transparent and open work culture