Customer Support Specialist

Job Description

The successful person will be required to work in the European Time Zone (ideally we would like someone working from 11 am to 7 pm CET or from 12 pm to 8 pm CET)

Dealfront is a remote-first, international SaaS company helping businesses maximise their revenue potential in Europe and the US with our Go-To-Market SaaS Platform. We are the successful merger of Leadfeeder and Echobot, bringing two industry leaders together.

What makes us unique? With origins in Finland and Germany, the country with the highest privacy standards in Europe, Dealfront was born with compliance and transparency in its DNA. This ensures that our users know exactly where their data originated.

We have over 330 dealfronters around the world in 40 countries. Join us and help us continue our mission to be the leading Go-To-Market platform that helps B2B companies win deals in Europe.

Position Overview

Dealfront is excited to be experiencing a level of growth where we are now looking for a Customer Support Specialist to join our Customer Success and Support team. The successful person will be required to work in the European Time Zone (ideally we would like someone working from 11 am to 7 pm CET or from 12 pm to 8 pm CET).

Responsibilities

• Support customers, clients and interested companies with Dealfront-related enquiries on a daily basis (to ensure they achieve their goals)
• Support incoming enquiries through multiple channels (live chat, email and phone)
• Proactively engage with customers to increase adoption and ensure customer satisfaction
• Follow up on ongoing customer issues
• Communicate effectively and constructively with other departments to escalate customer issues for faster resolution
• Recording and documenting all customer contacts and maintaining existing records and configurations in company administration and CRM systems
• UNN Report: Manage the report on a daily basis. Responsible for bug reporting to UNN and internal technical teams
• Handling the transitional GDPR removal process for incoming removal requests until this process is fully automated
• Participate in team projects (engagement, reporting, etc)
• Contribute to the team goal in the best possible way by achieving these KPIs:
  • CSAT: 95%
  • Median first response time live chat: 5 minutes
  • Median first response time email: 1 hour
  • Resolution time: 2 hours

Requirements

You are not expected to know everything right away, but you need to be seriously motivated to learn and have the right balance of knowledge and interests to enable you to flourish and grow in this role:

• Be based in the EU
• Speak fluent English & German
• Have experience in B2B customer facing roles
• Experience of working in a B2B SaaS environment
• Working knowledge of Google Analytics
• Comfortable with live chat & phone support
• Have some hands-on experience & knowledge of sales and marketing
• Lead team projects such as working with partner UNN

Nice to haves

• Hands on experience with SaaS tools
• Experience with sales/marketing tools such as Google Analytics, Salesforce or others
• Experience with helpdesk or customer management tools
• Knowledge of integrations such as CRMs, Zapier and APIs

Perks

• A high performing team that supports each other and celebrates success together
• AI-driven digital tools with huge sales potential in a growing market
• Competitive salary and commission scheme
• Attractive benefits and rewards
• Mental health support through Auntie
• Flexibility to work from home or in the office
• Team events
• Company retreats (we've been to Croatia, Finland, Spain, Latvia, Poland and Greece!)

If this role excites you and sounds like a great fit, please apply below!