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Required Support Specialists II - German
Join our Customer Support team as a Support Specialist II, where you will play a crucial role in our expanding language support initiative. The ideal candidate possesses native proficiency in German, along with fluency in English, will thrive in a fast-paced environment and have a passion for deep-diving into technical troubleshooting and providing the highest quality responses to incoming user questions.
This role will report to a Customer Support Manager/ Senior Manager and will contribute directly to our Support efforts with a focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.
The ideal candidate for this role will have a consistent 5 day work schedule with the ability to work standart German business hours from Monday through Friday.
What your day will look like:
Deliver high-quality, timely responses to support tickets received via email, phone or chat
Focuses on resolving complex issues in various product areas, requiring highly customized responses and advanced troubleshooting skills
Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
Utilize and contribute to support-related documentation, processes, and workflows
Provide DESS (Dedicated Enterprise Support Specialists) services to our Platinum customers to ensure customer expectations and satisfaction are met
Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
Be an expert in all things so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand
Continuously update your knowledge with product developments, policy changes, known issues, and user feedback.
Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
Other projects as assigned.

Required Support Specialists II - French
Join our Customer Support team as a Support Specialist II, where you will play a crucial role in our expanding language support initiative. The ideal candidate possesses native proficiency in French, along with fluency in English, will thrive in a fast-paced environment and have a passion for deep-diving into technical troubleshooting and providing the highest quality responses to incoming user questions.
This role will report to a Customer Support Manager/ Senior Manager and will contribute directly to our Support efforts with a focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.
The ideal candidate for this role will have a consistent 5 day work schedule with the ability to work standart French business hours from Monday through Friday.
What your day will look like:
Deliver high-quality, timely responses to support tickets received via email, phone or chat
Focuses on resolving complex issues in various product areas, requiring highly customized responses and advanced troubleshooting skills
Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
Utilize and contribute to support-related documentation, processes, and workflows
Provide DESS (Dedicated Enterprise Support Specialists) services to our Platinum customers to ensure customer expectations and satisfaction are met
Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
Be an expert in all things so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand
Continuously update your knowledge with product developments, policy changes, known issues, and user feedback.
Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
Other projects as assigned.

Required Customer Success Manager (w/ Freight Forwarding background)
The opportunity:
Weve been fortunate to enjoy rapid growth and adoption by customers from all over the globe, and actually, were just getting started. As a Customer Success Manager you will join a small team that moves fast.

Together with the team, you will provide top-notch service to our customers, and support the rollout of a new product and features to the market. Youll be expected to execute fast but, more importantly, to solve problems and find long-term solutions that can be implemented as new processes, products, or features.
Responsibilities (or what youll be doing):
You will join a CS team in its early stage so there's a lot of room for creativity and building processes from scratch. You will be expected to contribute and improve current methodologies.
Help customers succeed and provide support both on the technical level and on the business side.
Onboarding new customers to be able to use our platform
Building and teaching technical courses on the platform
Deliver excellent support to customers, understand their needs, and ensure their success.
Serve as the main point of contact while acting as a liaison between clients and the rest of the team.
Provide customers with Introduction and training of new features in order to maximise the usage and educate them through marketing and product documents.
Maintain a comprehensive and updated knowledge base - Analyze customer usage data, gather insights and lessons
Provide internal customer feedback.

Job ID : R_100832.

As a Technical Support Engineer, you will be in charge of investigating and solving technical issues in the production environment, being the front line of the R&D team. You'll diagnose and triage production issues and either solve them, or delegate to the product and R&D teams. You'll be in charge of meeting the SLA of the company, defining relevant tools and measurement methods, actionable alerts and communication tools and work as part of the R&D team to implement the relevant tools. You will be the bridge between the customer-facing stakeholders and the R&D team, communicating issues and pushing high standards.

You Will:
Work on a complex cloud environment that serves customers.
Conduct root-cause analysis for production issues, perform immediate actions and push for long-term solutions.
Work closely with all departments of the company such as product, support and operations to define procedures, solve issues and plan future tasks.
Define monitoring tools on top of the current team tools to lower the team response time.
Analyze logs and understand scripts.
Triage and prioritize incoming issues and bugs.