Customer Support Officer (M/F/D) - German Speaking - Based in Paris

Customer Support Coordinator - [German speaking-Munich based] (f/m/d)

enmacc

Founded in 2016 and headquartered in Munich, enmacc is a high growth scale-up with a diverse team of over 100 professionals. We’re passionate about energy, technology, and building something that makes a real impact. If you are looking for an entrepreneurial environment where your work directly contributes to a more sustainable and digital energy future,  we invite you to submit your application below. YOUR MISSION: As our Customer Support & Operations Coordinator, your mission is twofold: to act as the trusted first-line support for our growing network of energy traders, and to serve as an operational anchor enabling our Revenue teams to scale efficiently. You will deliver outstanding, timely platform support while coordinating key customer processes across enmacc’s Product, Engineering, and Revenue teams. YOUR RESPONSIBILITIES  * First-Line Support: Serve as the primary contact for enmacc users across calls, tickets, emails, and live chat. Coordinate closely with Product and Engineering teams to troubleshoot and resolve platform issues swiftly. * Knowledge Management: Maintain and expand the enmacc Help Center by creating clear, user-friendly guides, FAQs, and training materials. * Operational & CRM Support: Manage critical operational tasks in collaboration with the Revenue teams, including client and user setup and onboarding, user permissions and maintaining clean data records. * Tracking & Analytics: Monitor customer service and operational support metrics (e.g., ticket volumes, response times, CSAT) to identify product enhancements and optimise team workflows. * Cross-Team Collaboration: Partner with the Sales and Marketplace Management teams to ensure a seamless, welcoming and high-quality experience for all network members.   YOUR PROFILE  * Relevant Experience: 2+ years of experience in a customer support, customer success, or operational role, ideally within a B2B SaaS, fintech, or energy-related company. * Technical Aptitude & Problem-Solving: Quick to master complex software and explain it simply. You are a curious, solution-oriented problem solver who proactively digs for root causes rather than just routing tickets. * Bilingual Communication: Exceptional written and verbal communication skills in both English and German (both at a professional business level). * Execution & Calmness: Strong organizational and multi-tasking skills, with the ability to prioritize issues calmly in a fast-paced environment. * Customer DNA: Passion for delivering outstanding customer service and building strong, trust-based relationships. * Tool Savvy & Data-Driven: Highly comfortable navigating CRM and support ecosystems (e.g., Zoho, Zendesk, Intercom). You believe data hygiene is critical and are excited to leverage modern tools and AI to optimize customer interactions and support. Don't match every single requirement? We still want to hear from you! OUR OFFER  * Competitive compensation package, including 28 days of annual leave. * Entrepreneurial, impact-driven culture with flat hierarchies and high autonomy. * Hybrid & Workation flexibility that balances office connection with the freedom to work from home or abroad. * €2,000 annual L&D budget plus 5 dedicated "Level Up" days to fuel your growth (for all full-time employees). * Commute & Wellness support, including fully covered gym memberships and paid transportation for office days. * Inclusive, international team that celebrates diversity and offers language classes to help you settle in. * AI-first environment where you’ll collaborate with a dedicated AI Philosophy and cross-functional expert groups. * Premium tech & workspaces, featuring top-tier Apple/Bose hardware in modern, dog-friendly offices.   About enmacc enmacc is Europe’s largest over-the-counter trading platform for energy and environmental commodities. We are digitizing the world’s energy markets by replacing manual, outdated processes with speed, transparency, and liquidity. Our platform empowers a massive network of over 2,400 active traders to manage risk and accelerate the global energy transition. By providing a secure and efficient trading environment for 650+ companies, we facilitate more than 14,000 monthly requests for quotes and 8,000 monthly trades. With a traded volume exceeding 60 TWh per month, enmacc enables energy suppliers, industrial companies, and trading houses to access the liquidity they need to thrive in a shifting market. As an Equal Opportunity Employer, enmacc is a diverse environment where all backgrounds, identities, and cultures are welcomed and celebrated. If you're excited about this role, apply and help us shape the future of energy trading!

Customer Support Coordinator - [London based- German speaking] (f/m/d)

enmacc

Founded in 2016 and headquartered in Munich, enmacc is a high growth scale-up with a diverse team of over 100 professionals. We’re passionate about energy, technology, and building something that makes a real impact. If you are looking for an entrepreneurial environment where your work directly contributes to a more sustainable and digital energy future,  we invite you to submit your application below. YOUR MISSION: As our Customer Support & Operations Coordinator, your mission is twofold: to act as the trusted first-line support for our growing network of energy traders, and to serve as an operational anchor enabling our Revenue teams to scale efficiently. You will deliver outstanding, timely platform support while coordinating key customer processes across enmacc’s Product, Engineering, and Revenue teams. YOUR RESPONSIBILITIES  * First-Line Support: Serve as the primary contact for enmacc users across calls, tickets, emails, and live chat. Coordinate closely with Product and Engineering teams to troubleshoot and resolve platform issues swiftly. * Knowledge Management: Maintain and expand the enmacc Help Center by creating clear, user-friendly guides, FAQs, and training materials. * Operational & CRM Support: Manage critical operational tasks in collaboration with the Revenue teams, including client and user setup and onboarding, user permissions and maintaining clean data records. * Tracking & Analytics: Monitor customer service and operational support metrics (e.g., ticket volumes, response times, CSAT) to identify product enhancements and optimise team workflows. * Cross-Team Collaboration: Partner with the Sales and Marketplace Management teams to ensure a seamless, welcoming and high-quality experience for all network members. YOUR PROFILE  * Relevant Experience: 2+ years of experience in a customer support, customer success, or operational role, ideally within a B2B SaaS, fintech, or energy-related company. * Technical Aptitude & Problem-Solving: Quick to master complex software and explain it simply. You are a curious, solution-oriented problem solver who proactively digs for root causes rather than just routing tickets. * Bilingual Communication: Exceptional written and verbal communication skills in both English and German (both at a professional business level). * Execution & Calmness: Strong organizational and multi-tasking skills, with the ability to prioritize issues calmly in a fast-paced environment. * Customer DNA: Passion for delivering outstanding customer service and building strong, trust-based relationships. * Tool Savvy & Data-Driven: Highly comfortable navigating CRM and support ecosystems (e.g., Zoho, Zendesk, Intercom). You believe data hygiene is critical and are excited to leverage modern tools and AI to optimize customer interactions and support. Don't match every single requirement? We still want to hear from you! OUR OFFER  * Competitive compensation package, including 28 days of annual leave. * Entrepreneurial, impact-driven culture with flat hierarchies and high autonomy. * Hybrid & Workation flexibility that balances office connection with the freedom to work from home or abroad. * €2,000 annual L&D budget plus 5 dedicated "Level Up" days to fuel your growth (for all full-time employees). * Commute & Wellness support, including fully covered gym memberships and paid transportation for office days. * Inclusive, international team that celebrates diversity and offers language classes to help you settle in. * AI-first environment where you’ll collaborate with a dedicated AI Philosophy and cross-functional expert groups. * Premium tech & workspaces, featuring top-tier Apple/Bose hardware in modern, dog-friendly offices.   About enmacc enmacc is Europe’s largest over-the-counter trading platform for energy and environmental commodities. We are digitizing the world’s energy markets by replacing manual, outdated processes with speed, transparency, and liquidity. Our platform empowers a massive network of over 2,400 active traders to manage risk and accelerate the global energy transition. By providing a secure and efficient trading environment for 650+ companies, we facilitate more than 14,000 monthly requests for quotes and 8,000 monthly trades. With a traded volume exceeding 60 TWh per month, enmacc enables energy suppliers, industrial companies, and trading houses to access the liquidity they need to thrive in a shifting market. As an Equal Opportunity Employer, enmacc is a diverse environment where all backgrounds, identities, and cultures are welcomed and celebrated. If you're excited about this role, apply and help us shape the future of energy trading!

Onboarding Implementation Consultant -German Speaking (f/m/d)

IDnow

IDnow is a leader in digital identity and fraud prevention in Europe with a mission to transform trust into the most powerful asset in the digital world, empowering enterprises with AI-driven, SaaS-based identity solutions that deliver scalable security, adaptive compliance, and real-time fraud prevention. Through its broad portfolio of digital identity and fraud prevention solutions, IDnow establishes, maintains and enriches trust throughout the customer journey, ensuring businesses can confidently and securely operate while leveraging digital identity to drive growth, security and scalability. The company has offices in Germany, United Kingdom, Romania and France, and is backed by renowned institutional investors, including Corsair Capital and Seventure Partners. Its portfolio of international clients spans a wide range of end markets including financial services, telecommunications, travel & mobility, gaming, and other industries.   This position can be based in Berlin or Munich, Germany.   As a German-speaking Onboarding Consultant, you will be responsible for ensuring new customers and existing customers enabling new IDnow products are correctly deployed in the most time-efficient manner possible, utilising as much of IDnow's products and services as is relevant to their context. You are the customer's primary point of contact from kickoff through hypercare. Your mandate is to implement what the customer bought, to the highest standard, and to hand off a stable, value-delivering deployment to the Customer Success Manager.   KEY RESPONSIBILITIES HANDOVER & KICKOFF * Fully absorb the Solution Engineer (pre-sales engineers) handover (solution documents, technical specs, regulatory context, stakeholder mapping) and surface the customer's real pain points and compliance requirements before implementation begins. * Lead the project kickoff — establishing governance, roles, and communication cadence, and aligning all stakeholders on a clear, time-bound delivery roadmap covering scope, milestones, and acceptance criteria. * Own the Go Live date from day one — set it at kickoff, drive every stakeholder to meet it. It is a commitment, not a target. TECHNICAL IMPLEMENTATION & DELIVERY * Operate as the lead point of contact and accountable delivery owner throughout the entire onboarding phase. * Manage end-to-end technical implementation: REST API integration, Mobile SDK deployments (iOS, Android, React Native), identity flow configuration, and third-party system connections. * Develop and maintain a living integration map for each customer (architecture, data flows, authentication model, SDK/API usage patterns, third-party dependencies) — handed over to the CSM at handoff. * Proactively share IDnow integration best practices throughout implementation (API usage patterns, error handling, retry logic, webhook reliability, SDK standards, security) and challenge deviations from them. * Act as the customer's trusted advisor — evangelise IDnow's technology in their specific context and explore the "art of the possible" beyond the initial scope. ISSUE MANAGEMENT & INTERNAL COLLABORATION * Act as the primary escalation point for all technical and product issues, communicating progress to the customer with full transparency and ensuring they always have a clear next step or workaround. * Liaise with Product and Technical teams to resolve issues; report recurring blockers with structured, evidence-based feedback. * Escalate critical blockers to management with full context (customer impact, SLA risk, proposed resolution path). * Ensure implementation strictly reflects contracted scope — flag any out-of-scope requests to the relevant Commercial or CSM owner. HYPERCARE & STABILIZATION * Own the hypercare phase post-go-live, tracking KPIs: conversion rate, open issue volume, SLA compliance, and end-user experience metrics. * Hand off to CSM only when KPI stability is reached and agreed success criteria are met — maintaining a clear view of the gap between actual performance and contracted targets throughout. CUSTOMER RELATIONSHIP * Build and maintain strong relationships with technical decision-makers (data standards, programming, IT architecture, security) and articulate benefits at all stakeholder levels to drive buy-in. * Support the pre-sale process including technical workshops, costed SoWs, and high-level project plans. * Prepare whitepapers, articles, and content to educate and engage potential and existing clients.   PREFERRED EXPERIENCE * 3+ years of experience as either a Technical Account Manager or a Technical Project Manager, in a SaaS environment. * Always on the lookout for evolutions in legislation and regulations that are relevant to our customers and their markets. * Understanding of security principles and data protection regulation. * Ability to identify benefits that are relevant for all levels to improve the buy-in of customers. * Knowledge of web technologies, HTTP/HTTPS, REST API, JSON. * Knowledge of mobile technologies: native Android and iOS, Cordova and React native, and SDKs. * Practical experience with at least one programming language – ideally Python, Java, JavaScript, Swift/Objective-C is a plus. * Motivated to make a difference and passionate about process improvements. * Autonomous in project management and client relationships. * Ability to translate complex and/or technical information to different audiences. * Strong prioritization and goal-setting skills. * Excellent written and oral communication skills, as well as presentation skills. * Fluency in German and English required, other EU languages are highly valued. Desirable additional skills: * Knowledge of Cloud providers – AWS, Azure, Google Cloud. * Familiarity with identity verification concepts, KYC/AML compliance frameworks, or regulated industry environments (banking, insurance, telco, healthcare). * Exposure to eIDAS, EUDI Wallet, or qualified electronic signature (QES) frameworks.    PERKS & BENEFITS * Health & Wellbeing: Use your full access to the mental health platform nilo, including 1on1 sessions. * We value personal and professional development: make full use of Udemy, our training platform with 24/7 access and unlimited content/course consumption incl. certification. * We make your remote work comfy: we provide support on equipment and offer flexible working hours. * We value collaboration & love to come together: regular onsite gatherings, internal initiatives and summer parties to connect outside of work. * May your family require your attention or other reasons apply: use the benefit of our paid special leave days. * Enjoy the possibility to combine work with a longer stay at your holiday destination or extend a weekend with our Workcation possibilities. * In addition to the perks & benefits above, we offer specific benefits that differ between our locations.     IDnow applies the principles of non-discrimination and equality: We strive to establish, maintain, and promote an open and inclusive recruitment process and working environment by respecting the principles of equal opportunities. Including but not limited to: sex, race or ethnic origin, religion or convictions, gender identity, citizenship, marital status, disability, age, or sexual orientation.