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(Senior) Customer Support Specialist (f/m/d)

Plancraft (Handwerker Software)· Customer Success
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Remote (within Germany), Hamburg (hybrid)€47.5k - €57.5kFull-timePosted 1mo ago

About the role

Senior Customer Support Specialist providing fast, precise, empathetic multi-channel support to plumbers and tradespeople, handling end-to-end customer inquiries, contributing to self-service growth, and collaborating with Product and Engineering to improve the product and customer experience.

Responsibilities

  • End-to-end handling of customer inquiries via email, chat and phone from triage to resolution and follow-up
  • First point of contact for customers with product questions, technical issues and workflow questions
  • Deliver fast, high-quality solutions, manage backlog, monitor first response and resolution times
  • Own cases end-to-end and collaborate with Customer Success, Product and Engineering as needed
  • Document and categorize cases for root-cause analysis
  • Create and maintain Help Center articles, macros, and internal playbooks to scale support
  • Identify recurring issues, UX hurdles, and knowledge gaps; translate into product/process improvements
  • Help customers successfully use core plancraft workflows, remove blockers, teach best practices
  • Support the development of support automation and AI workflows through testing and feedback
  • Over time, take on specialization topics (e.g., feature champion or onboarding sessions/webinars)

Qualifications

  • German language at C1/C2 level and English at least B2 level
  • Strong customer focus with clear, professional, empathetic communication
  • Structured, analytical problem-solving and pragmatic solutions
  • Ability to take ownership and drive to resolution independently
  • Team player with grounded, cooperative work approach
  • Good technical understanding and comfort with digital tools and software

Skills

Required:Customer supportCommunicationProblem solvingTechnical understandingGerman and English proficiency
Nice to have:Onboarding, training and enablement

Benefits

  • Team events and strong recognition culture
  • Ownership from day one in a flat-hierarchy environment
  • Structured development with feedback culture, learning budget and enablement formats
  • AI-enabled tools and workflows incl. Claude license
  • Modern hardware (MacBook) and quality equipment
  • 30 days of vacation, Christmas Eve day off, Urban Sports Club subsidy and internal sports meetups
  • Mobility benefits: company bike or subsidized Deutschlandticket/ BahnCard
  • International environment with colleagues in Italy, France, the Netherlands and Austria, English internal communication
Last updated Oct 14, 2026. Interested? Apply on the company site.

About Plancraft (Handwerker Software)

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