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Salonkee is transforming the beauty and wellbeing industry with digital solutions for hair and beauty businesses across Europe. As a Customer Support Specialist on the Customer Success team, you will deliver exceptional support in German and English to salon partners, helping them maximize the value of the software platform.
You will be the primary point of contact for salon clients, handling support primarily via phone with additional channels through chat and email. Your goal is to resolve all inquiries within 24 hours while maintaining strong relationships with partners.
Key responsibilities include:
- Providing rapid technical support and troubleshooting for login, system, and hardware issues
- Guiding salons through platform setup and configurations
- Managing billing, payments, and subscription inquiries
- Conducting regular check-ins with partners to proactively address needs and manage churn risks
- Educating partners on platform features and best practices to maximize usage
- Documenting all interactions in the CRM system, identifying trends, and contributing to FAQ development and product feedback
The role requires a customer-focused professional who can think quickly, manage multiple requests simultaneously, and maintain patience and empathy when handling challenging situations. You will work within flat hierarchies that encourage open communication and idea-sharing, alongside an international team with diverse backgrounds.
Requirements:
- Demonstrated experience providing client support over the phone, managing and resolving inquiries and issues
- Customer-focused mindset with patience and empathy for handling conversations, including difficult clients
- Quick problem-solving ability to resolve issues on the spot or escalate appropriately
- Detail-oriented approach to documentation and follow-up
- Ability to manage multiple requests efficiently while prioritizing by urgency
- Technical proficiency with phone systems, CRM platforms, or helpdesk software
- Fluent in both German and English with excellent communication skills
