Customer Support Specialist

About Dealfront

We are 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. Compliance does not affect companies' earnings.

We have over 270 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 seeking a Customer Support Specialist to join our team.

The successful person will be required to work in the US Time Zone:

EST: start between 6 am & 8 am and close between 1 pm & 3 pm.

CET: start between 11 am & 1 pm and close between 7 pm & 9 pm.

This is a fantastic opportunity to impact the growth trajectory of a technology scale-up. The role is perfect for a motivated and driven individual who is looking for an exciting Customer Support opportunity to shape their career with a fast-growing SaaS company.

Responsibilities

• Supporting customers, clients and interested companies with Dealfront related requests on a daily basis (to make sure that they can reach their goals)

• Supporting incoming requests through different channels (live chat, email and phone)

• Proactive customer development in order to improve adoption and ensure client satisfaction

• Follow up of ongoing customer issues
• Efficient and constructive communication with other departments to escalate customer issues for faster case resolution

• Recording and documentation of all customer contacts as well as maintaining existing records and configurations in company administration and CRM systems

• UNN Report: Administration of the report on a daily basis. Responsible contact person for bug reporting for UNN and the internal tech teams

• Processing the transitional GDPR removal process for incoming removal requests until this process is fully automated

• Participation in team projects (engagement, reporting, etc)
• Contributing to the team goal the best way possible by reaching out this KPIs:

• CSAT: 95%
• Median first response time live chat: 5 minutes
• Median first response time email: 24 hour
• Resolution time: 48 hours

Requirements

• You speak fluent English & German fluently (a third language is a plus)
• You have experience in B2B customer-facing roles
• You have experience working in a B2B SaaS environment
• Working knowledge of Google Analytics
• Comfortable with live chat & phone support
• You have some practical experience & knowledge of sales and marketing

• Practical experience with SaaS tools (desirable)
• Experience with sales/marketing tools such as Google Analytics, Salesforce or others (desirable)
• Experience with helpdesk or customer management tools (desirable)
• Knowledge of integrations, such as CRMs, Zapier and APIs (desirable)
• Leading team projects like cooperation with partner UNN 
• Contributing to the team goal in the best possible way

Benefits

• 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
• Attractive benefits and rewards
• Flexibility to work from home or in the office
• Team events
• Mental Health support with Auntie.
• Annual company retreats in sunny locations and team off-sites :)

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