Customer Support Specialist, charles
+ Virtual stock options
3-4 days a week in office
Conversational AI agents and CRM platform
Open for applications
Conversational AI agents and CRM platform
21-100 employees
Open for applications
+ Virtual stock options
3-4 days a week in office
21-100 employees
Company mission
To empower businesses to thrive in a challenging world of shifting consumer preferences and rising acquisition costs.
Role
Who you are
- 2+ years of experience in customer support with technical support experience preferred - B2B SaaS and enterprise software experience is a plus
- High levels of empathy, resilience and emotional intelligence in your daily work with our customers
- Effectively prioritize tasks and coordinate internal stakeholders and different work streams
- Analytical mindset, capable of identifying trends and suggesting improvements
- Excellent oral and written communication skills in English are a must and German strongly desired
- Knowledge of database management (PostgreSQL) and experience with cloud services and infrastructure are preferred
- Familiarity with Help Desk tools like Intercom and Jira
What the job involves
- Customer Support is central to how charles drives measurable value for Europe’s most innovative brands
- As a Customer Support Specialist, you will ensure customers get fast, reliable help when it matters most — turning technical questions and service requests into smooth resolutions that keep teams moving
- You’ll play a key role in maintaining a high Net Promoter Score (NPS) by delivering a friendly, efficient support experience and helping clients solve some of their most tedious operational problems
- You’ll work closely with customers to troubleshoot issues, manage incoming requests, and ensure clear communication throughout the resolution process
- Beyond reactive support, you’ll also contribute to onboarding SMBs and driving product adoption across core use cases, helping customers get more value from our Conversational AI and CRM over time
- Your work will directly impact customer satisfaction and long-term relationships — and you’ll play a key role in strengthening how Customer Support operates across the company
- Issue Resolution: Take ownership of first- and second-level technical service requests, ensuring rapid response and quick resolution times through Intercom
- Problem Analysis: Proactively analyze client issues to identify bottlenecks and technical bugs, feeding these insights into the Product Roadmap
- Client Training: Support clients in optimizing their use of our conversational commerce software, offering guidance and training as necessary
- Cross-department collaboration: Work closely with the Customer Success and Product Development teams to escalate issues by writing detailed technical reports and contribute to ongoing improvements in both processes and products
- Process Improvement: Help refine internal processes to improve efficiency, response times, and overall customer satisfaction
- Documentation: Help build our internal and external documentation center
Our take
Building strong relationships with customers is vital to any eCommerce business, but this is no easy feat. charles solves this problem with its innovative Conversational Commerce platform.
Conversational Commerce utilises chat services like WhatsApp, optimising them for customer communication and integrating them into sellers’ platforms. This makes it easier for businesses to directly engage with their customers, improving consumer spend by up to 60% and driving up customer loyalty.
Conversational Commerce is big business in markets like China, but its adoption in Europe and elsewhere is still relatively new. With its significant funding and streamlined, all-in-one solution, charles is well-placed to gain a leading position in this promising new market.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
51% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2022
$23.6m
SERIES A
Apr 2021
$7.6m
SEED
Total funding: $32.4m
Company HQ
Mitte, Berlin, Germany
Leadership
Andreas Tussing
(Co-Founder & CEO)Co-founded Spotted. Worked as an associate partner at McKinsey & Company for six years before founding Charles.
Artjem Weissbeck
(Co-Founder & Board Member)Previously co-founded Kapten & Son.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 2 more jobs at charles