Customer Support Manager (m/w/d) - B2B SaaS AI-Startup

<p>Do you have a passion for outstanding customer service and want to leave your mark on a fast-growing AI start-up?</p> <p>DNL builds an AI-powered software solution for audit teams around the globe. Our enterprise customers demand precision, reliability, and a communication style that matches the rigor of the audit profession.</p> <p>If you’re ready to delight an international customer base in both German and English, take ownership from day one, and elevate support to the next level, we’d love to meet you!</p> <h2 id="tasks">Tasks</h2> <ul> <li><strong>Single point of contact</strong> for our enterprise-heavy customer base throughout the entire support lifecycle—from first ticket to successful resolution.</li> <li><strong>Service excellence &amp; ownership:</strong> Drive proactive incident and escalation management.</li> <li><strong>High sense of urgency:</strong> You respond rapidly to incoming requests while still prioritizing effectively and maintaining quality.</li> <li><strong>Technical troubleshooting:</strong> Rapidly build deep product knowledge and clearly communicate solutions to complex questions.</li> <li><strong>Internal hub:</strong> Partner with Product, Engineering, and Sales to funnel feedback, prepare releases, and close knowledge gaps.</li> <li><strong>Process &amp; knowledge building:</strong> Build and refine support workflows and a scalable knowledge base to set up a scalable customer support unit for DNL.</li> </ul> <h2 id="requirements">Requirements</h2> <ul> <li><strong>1+ year experience</strong> in customer support - ideally in a B2B SaaS environment with enterprise clients.</li> <li><strong>Full professional working proficiency in German and English</strong> (C1/C2) in spoken and written form.</li> <li><strong>Outstanding communication &amp; empathy</strong> combined with a strong service mindset; prior exposure to auditors or finance teams is a plus.</li> <li><strong>Technical affinity:</strong> You read release notes like others read the morning news and translate technical detail into customer value.</li> <li><strong>Tool mastery:</strong> Comfortable with modern ticketingsystems (e.g., Usersnap, Zendesk, …).</li> <li><strong>Analytical mindset:</strong> You spot patterns in support data, prioritize based on impact, and back your decisions with metrics.</li> <li><strong>Berlin HQ first:</strong> Your primary workplace is our Berlin office; remote flexibility for the remaining days is possible.</li> </ul> <h2 id="benefits">Benefits</h2> <ul> <li><strong>Competitive package:</strong> 30 vacation days, competitive salary, monthly benefit vouchers.</li> <li><strong>Ownership from day one:</strong> Flat hierarchies, short decision paths, and plenty of room for your ideas.</li> <li><strong>Modern setup:</strong> Top-tier equipment, brand-new office in Berlin-Kreuzberg, and flexible remote days each week.</li> <li><strong>First-class team:</strong> International, ambitious, and collaborative—regular offsites and team events included.</li> <li><strong>Real impact:</strong> Shape the support strategy of a complex AI-SaaS product that transforms how audit professionals work worldwide.</li> </ul> <p>Ready for your next career step?</p> <p>Send us your CV—no cover letter needed—and help us redefine customer support excellence at DNL.</p> <p>We can’t wait to meet you! 🙂</p>