Customer Support Specialist

About the role

As a Customer Support Specialist at Cannaleo, you will act as the interface between customers, product, and development teams. You will support pharmacies in using the SaaS platform, analyze technical issues, and contribute ideas to improve processes and products. This role requires a solution-oriented mindset to handle frequent feature releases and technical adjustments.

Responsibilities

• Support pharmacies with technical and application-related questions via ticket, email, phone, and video call
• Analyze problems, isolate errors, and prepare relevant information in a structured manner
• Develop and propose solutions for identified issues
• Identify recurring problems and support the implementation of process improvements
• Create and maintain internal documentation, workflows, and standards
• Collaborate closely with product, development, and other teams
• Accompany new features and releases and take on responsibility for specific product areas

Required skills

• Customer Support
• SaaS
• Excel
• Google Sheets
• Ticketing systems
• Technical troubleshooting
• German

Nice to have

• Zoho Desk
• Zendesk
• CMS
• Databases
• SQL
• English

Qualifications

• Experience in customer support for SaaS, digital platforms, or complex products

Benefits

• 30 days vacation
• Corporate benefits
• Flexible working hours
• Professional development opportunities
• Structured onboarding

About the Company

Cannaleo Digital GmbH is a leading software provider in the medical cannabis sector. Their solutions are used by over 400 pharmacies and have processed more than 3 million orders, focusing on digital products for pharmacies, doctors, and wholesalers.