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Customer Support Specialist

Customer Support Specialist

alenoBerlin, Berlin, Germany
Vor 30+ Tagen
Stellenbeschreibung

We are hiring a Customer Support Specialist

aleno is the first digital assistant for hotels and restaurants, bringing together what belongs together : guests and hosts, personal appreciation and artificial intelligence, hospitality and technology experts. Our goal is to support outstanding hosts to be even more successful in their business. This is what drives our passion.

Over 2,300 hoteliers, restaurateurs and decision-makers from the hospitality industry rely on aleno's software solution : for more efficiency, better planning and reliable decisions in the areas of marketing, operations and business.

About the job

As a Customer Support Specialist, you will support and assist our aleno customers. You are the first point of contact for customer inquiries, help solve technical problems, and ensure the best possible use of our digital assistant. As part of the Customer Success team, you will also work closely with the product team to ensure a seamless customer experience.

Work location : this is a hybrid position, split between home office and onsite in Berlin.

In this role you’ll :

  • handle customer inquiries by email, phone and chat and find solutions to their problems
  • support customers in using our software and ensure that they benefit from the full potential of our products
  • carry out technical troubleshooting and work with our product department on more complex problems
  • document customer concerns and feedback and forward them to our product team to drive product improvements
  • contribute to the creation and updating of support documentation and FAQs
  • proactively reach out to customers to increase their satisfaction and identify and resolve potential issues early on
  • work with the entire CS team to ensure a seamless transition from onboarding to long-term customer support

What you’ll bring along :

  • you are based Berlin and have 2+ years of experience in customer support or a similar role, ideally in a SaaS company and / or the hospitality industry
  • strong technical troubleshooting skills and an affinity for technology
  • a positive charisma and high orientation toward customers
  • strong communication skills written and spoken fluency in English and German
  • independence, reliability, and good organizational skills
  • enjoy working in a dynamic, fast-paced startup environment and the willingness to constantly learn new things
  • ideally, you'll bring experience with some of our tools (e.g. HubSpot, JIRA, Slack, Notion)
  • What we offer at aleno :

  • A forward-thinking team that is revolutionizing the restaurant landscape
  • Work that truly changes people's lives, because life happens in restaurants
  • A dynamic, supportive and innovative working environment
  • The flexibility you need : home office option and on-site colleagues
  • About aleno

    aleno was founded in Zurich in 2015 by a team that had experienced first-hand how difficult it can be to run ones own restaurant. aleno is headquartered in Zurich, Switzerland.

    Our great team also operates from many other locations such as Berlin, Munich and Wroclaw. We have a dynamic corporate culture with a start-up mentality. We have passionate restaurateurs, sales and tech experts working hand in hand in flat hierarchies. Together, we are shaping the path to a new era of hospitality.

    To build a great corporate culture, we have established the following cultural principles :

    Customer Obsession

    Our customers are at the core of everything we do. Everyone in aleno has a deep understanding of them and their problems. Our business success is determined by how good we are at solving these.

    Moving fast

    Speed is essential for our success. It’s better to move fast and make mistakes than to move slowly and miss opportunities. We have a strong bias to action and constantly push ourselves to satisfy the customer through early and fast delivery of valuable products.

    Openness

    We are a hybrid company. Therefore transparency and communication are key. We foster an environment where you can openly share your thoughts and challenge the status quo if needed. We all work to ensure everyone has access to all the information they need.

    A positive mindset

    We think big and see opportunities where others see difficulties. Together, we believe we are able to solve the most complex challenges.

    Acting like owners

    We see a problem? We solve it. "That's someone else's problem" simply doesn't exist for us.