Customer Experience Specialist, TecAlliance
Automotive aftermarket data provider
Open for applications
Automotive aftermarket data provider
501-1000 employees
Open for applications
501-1000 employees
Company mission
To help automotive aftermarket players advance their business through the power of standardised data.
Role
Who you are
- Bachelor’s degree in Business, IT, or related field (or equivalent experience) preferred but not required
- 3+ years in customer support, including at least 1 year in Tier 2 or technical SaaS/eCommerce support
- Experience with eCommerce platforms (Shopify, BigCommerce, Magento) and APIs
- Familiarity with CRM/helpdesk systems (HubSpot, Wrike, Trello, Azure)
- Strong skills in Excel (advanced), with optional experience in SQL, HTML/CSS, JavaScript, and Google Analytics
- Proven ability to translate technical issues into clear, client-friendly communication
- Digital Tools: HubSpot, Wrike, Trello, eCommerce SaaS platforms
- Data Management: Advanced Excel, basic SQL preferred
- Methodologies: Helpdesk ticket management, product feedback cycles
- Other: Google Analytics, web technologies (HTML, CSS, JavaScript)
What the job involves
- As a Customer Experience Specialist for OptiCat’s eCommerce SaaS platform, you will provide advanced technical and operational support to our clients
- You’ll be the go-to expert for complex issues, bridging the gap between customers and our internal product, engineering, and support teams
- Your work ensures our clients get the most out of our platform — enhancing their workflows, solving problems quickly, and building long-term relationships
- Primary Focus:
- Troubleshoot and resolve escalated Tier 1 support cases, especially technical and integration-related challenges
- Act as a subject matter expert on platform functionality, advising eCommerce clients on best practices
- Validate accuracy of development efforts as compared with stated requirements
- Daily Tasks:
- Respond to client tickets via HubSpot, Wrike, and Trello
- Manage complex issues involving APIs, workflows, payments, and system integrations
- Update the knowledge base and assist Tier 1 support when needed
- Test software to ensure the accuracy of development efforts
- Provide 2 hours/week support for TecCom calls
- Meet SLA compliance for all assigned cases
- Resolve escalated tickets quickly and effectively
- Increase customer satisfaction and product adoption
- Ensure error free software releases
- Document all cases in CRM/helpdesk systems
- Analyze usage and feedback trends to support product and support team improvements
- Escalate unresolved issues to engineering and recommend feature enhancements based on client needs
- Record any bugs or errors found in testing and follow up to ensure accuracy of software fixes
- Additional Contributions:
- Mentor Tier 1 team members through knowledge sharing
- Deliver high-touch support, including training for workflow optimization
- Contribute to continuous improvement by refining documentation and processes
Our take
If you've ever tried to source a part for a car repair, you'll know it can be a real nightmare. Vehicles are precision instruments, but without standardisation, identifying the exact part you need can be extremely difficult. TecAlliance was founded in 1994 to solve this problem, bringing together parts manufacturers to create a digital catalogue of everything automotive, and has since grown into a leading data analysis and order management platform for the aftermarket automotive industry.
The TecAlliance data hub standardises data for all parts and makes this information readily available for sellers, centralises official repair and maintenance workflows for easy access, and provides automation tools for invoicing and data quality checks. Compared to in-house solutions this represents huge savings in time and labour, and allows for greatly improved customer service. TecAlliance counts numerous major firms among its clients including AutoDoc, Bosch and Shaeffler to name a few.
TecAlliance continues to develop its product with strategic acquisitions, for instance, JNPSoft, a major product information software provider in North America. It is expanding its network of partners and subsidiaries and investing in data research to improve the effectiveness of its product range.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Company benefits
- 💪 Our fixed base salary is paid within 12 salaries and as extra, you have a 3% variable that is based on company performance
- 🌏 Company credit card for travel: whenever you travel a lot you know the struggle. You must advance travel costs. Never do that again. With your company credit card, your cash stays with you if you hand in your expense bill promptly
- 💪 Company pension plan
- 🛡️Group accident insurance
- 🚴♀️ Bike leasing
- 🛒 Discounts on our corporate benefits program with a broad range of partners
- 🍏 in case you work on one of our sites, we offer subsidized meals
- Location-independency & and flexibility stay with us:
- 💯 Full or hybrid Remote: Depending on your location, you can work 80-100% remotely within Germany. However, we have regular on-site team events, and you can work at any of our sites in Germany
- 🚀 Structured Onboarding: you receive an individual onboarding plan, have multiple onboarding days in the beginning, and a wealth of e-learning, training, and documentation besides your team at your disposal
- 👩💻 Set-up: for this, we will provide you with a tailored tech set-up (Dell devices, the standard remote package includes a notebook, 2monitors, headset, mouse + keyboard, docking station)
- 🏖 Vacation: 30 days a year
- ⚖️ Balance job & life: Flexible working hours: you decide where and when you work
- 🎯 OKRs instead of micromanagement: our OKRs ensure that our leadership style is based on results, not the process. In other words, we practice extreme ownership
Company HQ
Munich, Ismaning, Germany
Leadership
Peyter va der Galien
(CEO & Managing Director)Previously the Managing Director of HaynesPro, Vice President of the European Independent Automotive Data Publishers Association, Executive Director of Haynes Publishing Group P.L.C, and was the Director of Sales and Marketing for Europe and the Middle East at Emerson.
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