Customer Support Specialist (f/m/d)

<p><strong><span>Building the backbone of European trades together – with AI and voice-first software.</span></strong></p><p><span>We’re not just building software — we’re on a mission to create space for contractors and tradespeople by equipping them with AI solutions that work the way they do: fast, practical, and voice-first. With Tier 1 investors from Europe and the US like Headline and Creandum, and more than 20,000 tradespeople already using plancraft, we’re scaling across Europe to turn scattered businesses into thriving communities.</span></p><p><span>We believe in zero admin, not zero personality — and we build every feature with the people in mind who wear the boots, not the suits. We’re excited to shape the future together as a team and stay humble in our mission to support the builders of tomorrow.</span></p><p><span>Many first-level customer requests are already handled by our AI. As a Customer Support Specialist, you focus on the more complex questions and challenges our customers face and make sure they feel truly understood and supported.</span></p><p><span>With clear, thoughtful solutions, you make their daily work easier and actively bring your insights back into the team to help shape the future of our customer experience.<br/><br/>We have two openings within our Support Team and will match the level of responsibility to your experience, whether you bring solid mid-level expertise or are ready to take on a senior scope with broader ownership.<br/>We will determine together whether the role fits a mid or senior scope based on your experience and strengths.<br/><br/><strong>YOUR RESPONSIBILITIES</strong></span></p><ul><li><p>Take ownership of the full ticket lifecycle across email, chat, and phone from initial intake to resolution and documentation.</p></li><li><p>Support tradespeople with product questions, technical challenges, and workflow guidance.</p></li><li><p>Ensure SLA targets are met while keeping an eye on priorities and overall backlog health.</p></li><li><p>Demonstrate strong customer proximity through excellent CSAT results.</p></li><li><p>Support AI and automation improvements through structured testing and constructive feedback.</p></li><li><p>Document and categorize cases clearly to surface trends, root causes, and improvement opportunities.</p></li><li><p>Create and maintain our knowledge base, macros, and internal guidelines.</p></li><li><p>Identify recurring issues, UX friction, or knowledge gaps early and escalate them with clear context.</p></li><li><p>Ensure smooth handovers, reliable team operations, and close collaboration across functions.</p></li></ul><h3><span><strong>Must-Have Skills</strong></span></h3><ul><li><p>Strong customer focus, analytical thinking, and confidence in challenging conversations.</p></li><li><p>Clear, respectful communication and a collaborative working style.</p></li><li><p>High digital proficiency and solid technical understanding.</p></li><li><p>German at C2 level and English at B2 level.</p></li></ul><h3><span><strong>Nice-to-Have Skills</strong></span></h3><ul><li><p>Experience in the trades industry or working closely with trades businesses.</p></li><li><p>Familiarity with tools like Intercom, HubSpot, Slack, GSuite, or Stripe.</p></li><li><p>Additional languages such as Spanish, Italian, Polish, or Dutch.</p></li></ul><p><span>If you bring senior-level experience, you may additionally:</span></p><ul><li><p>Mentor teammates in communication, problem-solving, and case handling.</p></li><li><p>Act as an escalation partner for complex or sensitive cases.</p></li><li><p>Take ownership of deeper technical analysis and advanced troubleshooting.</p></li><li><p>Contribute more strongly to process improvements and quality initiatives.</p></li></ul><ul><li><p><strong>Team Spirit</strong>: We’re driven by passion, commitment, and a shared mission. Team spirit matters to us, and we make it visible through three major team events per year, casual monthly formats at our Hamburg HQ, and a strong recognition culture that celebrates both small and big wins.</p></li><li><p><strong>Ownership</strong>: You’re encouraged to take ownership from day one. In a flat hierarchy with high trust, you can truly make an impact.</p></li><li><p><strong>Learning &amp; Growth</strong>: We invest in your development through a strong feedback culture, a personal learning budget, and targeted enablement formats to help you reach your full potential.</p></li><li><p><strong>AI Enablement</strong>: Our tools and workflows are AI-enabled by design. We actively support you in using AI in your daily work — including your own ChatGPT Plus license.</p></li><li><p><strong>Tech &amp; Tooling</strong>: You’ll receive a MacBook, premium over-ear headphones, and all the tools you need to do your best work.</p></li><li><p><strong>Flexibility</strong>: Whether remote, hybrid, or on-site, you work where you’re most productive. Our Hamburg office at Rödingsmarkt (with rooftop terrace) is