Customer Support Specialist, Dealfront
Go-to-market platform
Job no longer available
Go-to-market platform
101-200 employees
Job no longer available
101-200 employees
Company mission
To grow businesses' revenue to its fullest with GDPR-compliant B2B data.
Role
Who you are
- The role is perfect for a motivated and driven individual who is looking for an exciting Customer Support opportunity to shape their career with a fast-growing SaaS company
- You speak fluent English & German fluently (C1/C2)
- You have experience in B2B customer-facing roles
- You have experience working in a B2B SaaS environment
- Working knowledge of Google Analytics
- Comfortable with live chat & phone support
- You have some practical experience & knowledge of sales and marketing
- Practical experience with SaaS tools (desirable)
- Experience with sales/marketing tools such as Google Analytics, Salesforce or others (desirable)
- Experience with helpdesk or customer management tools (desirable)
- Knowledge of integrations, such as CRMs, Zapier and APIs (desirable)
- Contributing to the team goal in the best possible way
What the job involves
- Dealfront is excited to be experiencing a level of growth where we are seeking a Customer Support Specialist to join our team
- This is a fantastic opportunity to impact the growth trajectory of a technology scale-up
- Supporting customers, clients and interested companies with Dealfront related requests on a daily basis (to make sure that they can reach their goals)
- Supporting incoming requests through different channels (live chat, email and phone)
- Proactive customer development in order to improve adoption and ensure client satisfaction
- Follow up of ongoing customer issues
- Efficient and constructive communication with other departments to escalate customer issues for faster case resolution
- Recording and documentation of all customer contacts as well as maintaining existing records and configurations in company administration and CRM systems
- UNN Report: Administration of the report on a daily basis. Responsible contact person for bug reporting for UNN and the internal tech teams
- Processing the transitional GDPR removal process for incoming removal requests until this process is fully automated
- Participation in team projects (engagement, reporting, etc)
- Contributing to the team goal the best way possible by achieving KPIs:
- CSAT: 95%
- Median first response time live chat: 5 minutes
- Median first response time email: 24 hour
- Resolution time: 48 hours
Our take
Oftentimes, sales and marketing teams operate separately instead of in tandem. For instance, the marketing department might deploy digital marketing strategies to drive traffic to the company's website, using marketing funnels to convert them into leads, while the sales department cold-contacts people - an expensive and ineffective process that Dealfront aims to update.
The company, formed from the 2022 merger of Echobot and Leadfeeder, provides a go-to-market platform that bridges the gap between marketing analytics and sales. With Dealfront, businesses can focus their efforts on the highest-value customers (companies actively searching or in need of their solutions), reducing time lost pursuing leads that do not convert to sales.
Post-merger, the company has raised substantial funding that will be invested in international expansion and hiring new talent, with the rebranded Dealfront name already serving upwards of 8000 clients. Operating in a strong market that is expected to surpass $9.5bn by 2028, Dealfront is well-positioned to meet, and possibly exceed, its growth plans.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
88% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Apr 2019
$3.8m
SERIES A
Jun 2017
$0.9m
SEED
Total funding: $5.3m
Company benefits
- The opportunity to work remotely, with a flexible work schedule
- Mental Health support with Auntie
- Annual company retreats in sunny locations and team off-sites
Company HQ
Oststadt, Karlsruhe, Germany
Leadership
Bastian Karweg
(Founder & Board Member)Founded Echobot in 2011 as CEO. Has also founded several other companies, serving in many of them as CEO.
Herkko Kiljunen
(CTO)Co-founded Leadfeeder in 2012 as CTO. Has a background in Software Design.
Pekka Koskinen
(Chief Growth Officer)Co-founded Leadfeeder in 2012, where they served as CEO. Also co-founded Fraktio and Cluby, among others.
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