Customer Success Manager

About the role

As a Customer Success Manager, you will provide competent and empathetic support to customers via chat and email. You will collaborate with internal teams to resolve complex issues and provide feedback to continuously improve the customer experience. This role offers the flexibility to work from home or from the office.

Responsibilities

• Support customers with app usage and answer inquiries via chat and email
• Handle diverse requests regarding technical functions, payments, tax topics, and data protection
• Resolve complex or sensitive cases independently and escalate when necessary
• Collaborate with internal operations and tax experts to ensure timely support
• Develop support processes, templates, macros, and internal knowledge base
• Structure customer feedback to provide actionable insights for product and process improvements

Required skills

• Customer Success
• Customer Support
• German
• English
• Communication

Nice to have

• Zendesk
• Intercom
• Salesforce
• Tax knowledge
• Generative AI

Qualifications

• 2-3 years of experience in customer success, support, or care
• Experience in hospitality or retail

Benefits

• Mental health coaching
• Yoga
• Monthly service budget
• Stock options
• 30 days annual leave
• Flexible working hours
• Work from abroad policy
• Free tax filing via Taxfix app
• Learning and development budget
• Dog-friendly office

About the Company

Taxfix is a team of problem solvers helping people take control of their finances. With offices in Berlin and Madrid and over 350 team members from more than 65 nations, the company provides an intuitive app that simplifies tax returns for everyone.