Customer Support Specialist (m/w/d)

Permanent employee, Full-time · Berlin

THE IMPACT YOU WILL MAKE

Customer Support is central to how charles drives measurable value for Europe’s most innovative brands. As a Customer Support Specialist, you will ensure customers get fast, reliable help when it matters most — turning technical questions and service requests into smooth resolutions that keep teams moving. You’ll play a key role in maintaining a high Net Promoter Score (NPS) by delivering a friendly, efficient support experience and helping clients solve some of their most tedious operational problems.

You’ll work closely with customers to troubleshoot issues, manage incoming requests, and ensure clear communication throughout the resolution process. Beyond reactive support, you’ll also contribute to onboarding SMBs and driving product adoption across core use cases, helping customers get more value from our Conversational AI and CRM over time.

Your work will directly impact customer satisfaction and long-term relationships — and you’ll play a key role in strengthening how Customer Support operates across the company.

Join us in Berlin and help accelerate the impact of Conversational AI for leading consumer brands.

THIS IS WHAT YOU WILL BE DOING

• Issue Resolution: Take ownership of first- and second-level technical service requests, ensuring rapid response and quick resolution times through Intercom
• Problem Analysis: Proactively analyze client issues to identify bottlenecks and technical bugs, feeding these insights into the Product Roadmap
• Client Training: Support clients in optimizing their use of our conversational commerce software, offering guidance and training as necessary
• Cross-department collaboration: Work closely with the Customer Success and Product Development teams to escalate issues by writing detailed technical reports and contribute to ongoing improvements in both processes and products
• Process Improvement: Help refine internal processes to improve efficiency, response times, and overall customer satisfaction
• Documentation: Help build our internal and external documentation center

YOU'LL FIT GREAT WITH THESE SKILLS AND VALUES

• 2+ years of experience in customer support with technical support experience preferred - B2B SaaS and enterprise software experience is a plus
• High levels of empathy, resilience and emotional intelligence in your daily work with our customers
• Effectively prioritize tasks and coordinate internal stakeholders and different work streams
• Analytical mindset, capable of identifying trends and suggesting improvements.
• Excellent oral and written communication skills in English are a must and German strongly desired
• Knowledge of database management (PostgreSQL) and experience with cloud services and infrastructure are preferred
• Familiarity with Help Desk tools like Intercom and Jira

THINGS WE OFFER

• Working on challenging and impactful projects at the forefront of one of the most innovative industries in Europe
• Collaborate with experts in Conversational AI and shape a fast-growing industry
• Work with a team of specialists across Tech, Product, Sales, Success, and Marketing to build the best product in the category
• High visibility, impact, autonomy, and the ability to drive initiatives that matter
• Multicultural team, regular team-building, and shared celebrations
• A vibrant office in central Berlin overlooking the Wall memorial
• Competitive compensation package, incl. VSOP (virtual stock options) in the ownership and success of charles

What else we offer?

• Urban Sports Club discounted membership
• Free company lunch on Thursdays
• Discounts on BVG tickets
• Mental health support through our partnership with OpenUp
• A friendly, open, multicultural work environment
• Dog-friendly office in Berlin Mitte