Customer Experience Specialist (m/w/d)

Company Description

Headquartered in Montreal and Berlin, Vention helps manufacturers automate their operations in record time with the only hardware and software AI-powered platform built for the factory floor. Our technology powers over 25,000 machines across 4,000 factories across 5 continents and we have the privilege to work with a significant proportion of Fortune 500 manufacturers, from space rockets, to electrical cars, to robotics.

At Vention, you’ll work alongside driven and talented people who care deeply about their craft and the impact they create. We’re a team of high achievers who grow through meaningful work, solving complex challenges, learning fast, and seeing the results of our efforts every day.

We move quickly and aim high, but we do it together with care, collaboration, and respect. Our culture celebrates diverse perspectives and supports your growth through intentional development, strong leadership, and opportunities to make a real difference.

Job Description

Advance your career and become part of Vention’s mission to revolutionize how manufacturers design, automate, and deploy industrial equipment. Vention’s Manufacturing Automation Platform (MAP) empowers forward-thinking companies to bring automation to life directly from their web browser — from concept to commissioning, in record time.

As a Customer Experience Specialist EMEA (m/f/d), you will be the first point of contact for our customers across Europe. You will guide them through onboarding, service delivery, and platform activation while delivering fast, human, and high-quality support. If you are passionate about helping customers succeed, solving problems, and improving processes, this role is the perfect opportunity to grow within a fast-scaling global organization.

Key Responsibilities

Customer Support & Ticket Resolution 

• Resolve Zendesk tickets including:
  • Shipping issues, returns, defects, and delivery status
  • Invoicing and shipping questions
  • General platform guidance and account support
• Triage technical platform or automation issues and escalate to Product, Engineering, or Delivery teams when necessary.
• Maintain clear and accurate documentation, ticket classification, and tagging.

Onboarding & Service Delivery

• Execute standard Professional Services such as:
  • Assembly bundle scheduling and documentation
  • Basic onboarding check-ins (e.g., hardware received, first-time guidance)
  • Small-scale or single-product material verifications
• Guide new users through platform activation and the first steps in MAP.

Proactive Customer Engagement

• Conduct outreach to unconnected, inactive, or low-usage customers using playbooks, email, and phone.
• Follow up with service bundle customers to ensure progress and successful activation.
• Identify friction points, patterns, and improvement opportunities in the customer journey.

Continuous Improvement & Cross-Functional Collaboration

• Tag tickets consistently for reporting, root-cause classification, and product feedback.
• Contribute to internal documentation, known-issue libraries, and SOP improvements.
• Collaborate with Delivery, Product, and Engineering teams to share insights and drive platform enhancements.

Key Success Metrics

• SLA adherence and CSAT score
• Service bundle completion rate
• % of first-time outreach to unconnected or low-usage clients
• % of bundle clients with a completed follow-up outcome (“Activated,” “Requested Help,” “Resolved via Documentation”)

Qualifications

• 1–3 years of experience in customer support, customer success, technical support, or a similar role
• Fluent in German and English (another European language is a plus)
• Strong communication and interpersonal skills
• Structured, fast learner with a high level of service orientation
• Experience with ticketing systems (Zendesk preferred) or SaaS tools
• Interest in automation, technology, or digital platforms

Additional Information

What We Offer

• Attractive salary package that recognizes and rewards your performance
• Flexible working hours for an optimal work-life balance
• One week for volunteer work
• A dynamic and growing work environment that is ideal for your career and personal development
• A collegial and international team that embraces diversity and inclusion
• Opportunities for further training and internal development
• Social events to celebrate successes together!
• More benefits are coming. Do you have ideas for additional benefits? Feel free to contact us!