Customer Success Agent (m/f/d)

Permanent employee, Full-time · München

Description

Do you want to revolutionize the world of ad tracking with us? Welcome to Tracify! We are an up-and-coming start-up in the field of e-commerce and lead generation, consisting of about 25 curious and motivated minds.
We are now looking for a Customer Success Agent who will ensure that our customers receive excellent support and maximize value from Tracify. In this role, you will handle support requests, maintain our Helpcenter, and act as the first point of contact for questions. If you are ready to take on this exciting challenge and play a key role in shaping our customers' success, we look forward to receiving your application!

Your responsibilities

Independently manage 1st level non-technical support requests, ensuring SLA compliance and a consistently positive customer experience
Own the Helpcenter: drive adoption, keep it up to date, and reduce support requests while boosting product adoption
Act as an Escalation Gateway: identify and translate support cases, brief stakeholders clearly, and ensure customers remain satisfied even in challenging situations
Continuously improve support processes and team performance – working smarter and better every day
Collaborate closely with your colleagues and keep on developing yourself and your surrounding

Your qualifications

Must Haves:

Strong communication skills: ability to structure and clearly translate between requirements and solutions
High customer-centric mindset and empathy: you understand how to “read” customers and can guide them empathetically through the process
Proactive, entrepreneurial, and solution-oriented working style
Ability to transfer existing knowledge into new cases
Basic Knowledge on E-Commerce Systems and/or Performance Marketing
Fluency in English and German

Nice to have:

Experience with CRM systems and data-driven workflows
Familiarity with tracking, attribution or BI-Systems
Exposure to website and/or shop integrations
Ability to thrive in fast-paced, dynamic and startup-like environments

Perks of working at Tracify

Innovative environment: Work in an agile startup with flat hierarchies and plenty of room for your ideas
Impact: Take ownership from day one and directly shape the future of Tracify with your work.
Team spirit: A motivated and supportive team that values collaboration and open communication.
Development opportunities: Grow with us and become an onboarding & customer success expert.
Flexibility: Hybrid setup with flexible working hours – enjoy the comfort of remote work and the collaboration in our Munich office
Free choice of equipment: Choose your preferred setup (Mac/Windows) – also for private use

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About us

OUR PRODUCT

We have developed an innovative AI software solution that can track the user behavior of your advertisements. We do not only help marketing departments to use KPIs that they can check with our data. Retailers also use our software to generate more revenue with data-driven decisions. E-commerce companies can fully understand the customer journey of their customers and the source of their online sales through us. Our tracking solution works across devices and platforms, and it's 100% GDPR compliant. How we manage to do that? Through our AI tracking algorithm, real-time reporting, and data-driven attribution.

WHO WE ARE SEARCHING FOR

We encourage free thinkers and innovators to contribute their ideas and individuality. We want to make sure that the talents we hire fit our team and our mission. Therefore, we are looking for people who prefer direct communication and dare to speak their minds. We are looking for absolute team players who have the desire to achieve great things together. And we are looking for people who are ready for a high learning curve, always curious, and highly motivated.

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Your application!

We appreciate your interest in Tracify GmbH. Please fill in the following short form. Should you have any difficulties in uploading your files, please contact us by mail at office@tracify.ai.