Customer Support Specialist (w/m/d)

think-cell

About the Role:  We are seeking a Revenue Operations Systems Analyst to join our Revenue Operations team to support our global sales organization through reliable systems, high-quality data, and efficient processes. In this role, you will administer and support our revenue technology stack, with Salesforce as the primary platform, while partnering with sales teams across our global offices to resolve system issues, improve processes, and ensure our tools enable teams to work effectively.  You will play a key role in maintaining the health of our revenue systems, ensuring data integrity, and delivering responsive operational support that allows our sales teams to focus on selling. As part of the Revenue Operations team, you will also contribute to ongoing enhancements across our technology stack to improve scalability and the overall user experience.  Key Responsibilities:  * Process Optimization: With feedback from the sales team and your own observation of trends, you will identify potential process improvements in our tech stack and processes to ensure our workflows are efficient and optimized for the rep experience  * Data Integrity: You will help drive strong Salesforce data accuracy and pipeline integrity by creating and monitoring hygiene reports   * Reporting & Analytics: You will assist in the development and maintenance of the rep reporting stack - ensuring sales has access to all the data needed to manage their territory, pipeline and performance  * Salesforce Administration: You will take on ad-hoc projects to learn Salesforce administration and grow into a key administrator of the platform  Requirements:  * Bachelor's degree in Business or other relevant field of study  * 3-5 years' experience with Salesforce with proven experience building and maintaining Salesforce dashboards and reports that support sales performance analysis and decision-making  * Experience providing Salesforce support to sales teams, including training and troubleshooting  * A proactive, service-oriented attitude, with a focus on making Salesforce and the rest of our tech stack an effective tool for sales reps  * Strong verbal and written English communication skills  * Willingness to work on-site in 4 days a week in Berlin, Germany What You’ll Gain:  * The opportunity to directly influence the effectiveness of a global sales organization by improving the systems, processes, and data that support revenue growth.   * Hands-on ownership of a modern revenue technology stack, with opportunities to expand your expertise across Salesforce and other go-to-market technologies.   * Exposure to a broad range of Revenue Operations initiatives, including systems administration, process improvement, reporting, automation, and cross-functional projects.   * A collaborative, supportive team that values continuous improvement, innovation, and professional growth.  Why is think-cell the right place for you?      At think-cell, we’re not just building innovative software – we’re empowering over 1.3 million business users across 35,000 companies, including the world’s top consulting firms, DAX 40 leaders, and the biggest US blue-chip enterprises. With offices in Berlin, Munich, Denver, Boston, London, Tokyo, and Dubai, we are a diverse, passionate team of over 210 people, united by a shared commitment to excellence and innovation.      Our proprietary technology sets the standard in business document creation, and we're in a dynamic, growing market with enormous potential. As we continue to lead the way in our industry, we’re looking for talented individuals who can help us shape the future of business productivity.      Our Values      At think-cell, our values are at the heart of everything we do. They guide how we work, collaborate, and create value for our customers. As part of our team, you will embody and help shape the following principles that define us:      * Forward Thinking: We are adaptable innovators – we embrace change, value progress, and challenge the status quo to find the best solutions.      * Ownership: We take pride in our work – we own our mistakes, learn from them, and go the extra mile to deliver exceptional results.      * Customer First: We are committed to our customers – we understand, prioritize, and deliver lasting value through meaningful solutions.      * Unified Team: We cultivate collaboration and value every voice – we prioritize integrity and respect, ensuring everyone feels heard, supported, and aligned in our shared mission.      * Strive for Excellence: We are driven by excellence – we set ambitious goals, pursue quality relentlessly, and foster growth through exceptional talent.      Join Our Journey       We empower over 1.3 million users across 35,000 companies, including top consulting firms and major global enterprises. With offices in Berlin, Munich, Denver, Boston, London, Tokyo, and Dubai, we’re a diverse team of over 220 people, committed to innovation and excellence.  think-cell is more than a job – it's a chance to be part of an innovative, inclusive team that values collaboration and growth. We encourage applicants from all backgrounds to apply. Together, we can shape the future of productivity software. We can’t wait to see what you’ll bring to the team!  #RevOps #RevenueOperations

Cloover

DEINE ROLLE Wenn ein Installateur nicht weiterkommt oder ein Hausbesitzender eine Finanzierungsfrage hat, bist du die erste Person, die antwortet — und oft die einzige, die den Unterschied zwischen einem gelösten Problem und einem verlorenen Partner macht. Als Customer Care Specialist bist du die Stimme von Cloover gegenüber Endkunden und Installationspartnern: lösungsorientiert, klar, und nah genug an internen Prozessen, um wirklich helfen zu können. Diese Rolle ist nicht nur Support. Du erkennst Muster, verbesserst Abläufe, und hilfst dabei, den Customer Care von Grund auf zu skalieren. Du berichtest an Head of Energy & Operations und arbeitest eng mit Sales, Product und Finance zusammen. DEINE AUFGABEN * Kundenanliegen via E-Mail und Telefon souverän annehmen und lösungsorientiert bearbeiten — sodass Endkunden und Installationspartner nach jedem Kontakt mehr Vertrauen in Cloover haben als davor. * Anfragen von Installationspartnern strukturiert bearbeiten und klare Kommunikation zwischen allen Stakeholdern sicherstellen — kein Anliegen bleibt offen, kein Partner wartet ohne Rückmeldung. * Eng mit Sales, Product und Finance zusammenarbeiten, um abteilungsübergreifende Prozesse reibungslos zu halten und Probleme zu lösen, bevor sie eskalieren. * Optimierungspotenziale in operativen Abläufen identifizieren und an der Umsetzung konkreter Verbesserungen mitwirken — auch durch den Einsatz von KI-Tools, wo sie echten Mehrwert schaffen. DEIN PROFIL Wie du denkst und was du mitbringst, zählt mehr als wo du warst. Das sind die Voraussetzungen für deinen Erfolg in dieser Rolle: * Kommuniziert klar und lösungsorientiert auf Deutsch — nimmt schwierige Kundenanliegen an, ohne die Ruhe zu verlieren, und findet einen Weg nach vorne. * Arbeitet strukturiert und behält den Überblick über mehrere offene Anfragen gleichzeitig — ohne dass etwas durch die Lücken fällt. * Erkennt wiederkehrende Probleme und schlägt Lösungen vor, bevor sie zur Norm werden — denkt über den eigenen Aufgabenbereich hinaus. * Fließende Deutschkenntnisse (erforderlich), sehr gute Englischkenntnisse. * Du bist in Berlin ansässig und gehst mit Energie in den Büroalltag. Wir sind bewusst Office-first — Entscheidungen fallen in Echtzeit, Kundenfälle werden beim Mittagessen nachbesprochen, und das Gründerteam ist zehn Meter entfernt. Wenn du so am besten arbeitest, wirst du dich hier sofort wohlfühlen. Nice to have — aber kein Muss: * Erste Erfahrung in Customer Support, Customer Success oder Operations — idealerweise in einem schnell wachsenden Startup. * Interesse an erneuerbaren Energien, Fintech oder klimabezogenen Themen. Nicht alle Anforderungen erfüllt? Bewirb dich trotzdem. Wir stellen nach Potenzial und Perspektive ein — Qualifikationen sind ein Ausgangspunkt, keine Obergrenze. SO LÄUFT'S BEI UNS Wir halten den Prozess transparent und gehen respektvoll mit deiner Zeit um. Die meisten kommen innerhalb von drei Wochen vom ersten Gespräch zum Angebot. * Erstes Kennenlernen (30 Min.) — Wir möchten verstehen, was du suchst — nicht nur deinen Lebenslauf abhaken. * Interview mit deiner künftigen Führungskraft (30 Min.) — Wir gehen tief: deine Erfahrung, deine Denkweise, wie du an Probleme herangehst. * Case Study (60 Min.) — Du bekommst die Aufgabe vorab. Uns interessiert dein Ansatz — nicht ob du auf die eine richtige Antwort kommst. * Angebot & unterschriebener Vertrag. Brauchst du zu irgendeinem Zeitpunkt besondere Unterstützung? Meld dich einfach. WARUM WIR? * Leistungsgerechte Vergütung. Starkes Grundgehalt, Bonus an Ergebnisse gekoppelt, anerkannt sobald er entsteht, nicht hinter jährlichen Zyklen verschlossen. * KI-nativ & ungedrosselt. Unbegrenzte Enterprise-KI — keine Obergrenzen, kein Genehmigungsprozess. Jede Rolle, jedes Team. Die Routinearbeit verschwindet, damit du dich auf das konzentrieren kannst, was wirklich menschliches Urteilsvermögen erfordert. * Echte Verantwortung für eine echte Mission. Ab Tag eins gestaltest du Entscheidungen, die Tausende von Installateurpartnern in Deutschland und Österreich direkt betreffen. Wir bauen nicht nur Software — wir treiben die Energiewende in ganz Europa voran. * Schneller wachsen als anderswo. Du arbeitest direkt neben dem Gründerteam und erstklassigen Investoren. Wenn du irgendwann gründen willst — du bist hier genau richtig. * Das Wesentliche, richtig gemacht. Büro in Prenzlauer Berg mit neuester Apple-Hardware, kostenloses Frühstück und Abendessen, eine gut bestückte Küche, regelmäßige Team-Events, 25 Urlaubstage, Urban Sports Club (M), Mitarbeiterrabatte, ein voll übernommenes Deutschlandticket und unser eigener grüner Stromtarif ohne Grundgebühr.

Doctolib

TOGETHER, WE SHAPE THE FUTURE OF HEALTHCARE We are looking for you as a Senior Operational Excellence Specialist to support our Operational Excellence team in Berlin.   As Senior Operational Excellence Specialist, you take on a central role in the further development, scaling, and continuous optimization of our operational processes in Customer Operations at Doctolib Germany. With a clear focus on Customer Care, you identify and implement both tactical and strategic improvements together with Customer Care, always with the goal of sustainably increasing our service quality and customer satisfaction. You work closely with management as well as relevant interfaces, use data-driven analyses and KPIs as the basis for well-founded decisions, and ensure transparent, impactful reporting. YOUR RESPONSIBILITIES * Performance monitoring and management: You develop tactical and strategic KPIs and set up automated dashboards to measure and manage Customer Operations performance * Process improvement: You analyze existing processes, uncover weaknesses and inefficiencies, and implement sustainable process improvements, including tooling and automation * AI-driven process design: You rethink Customer Operations workflows and design them with AI. You identify tasks with high automation potential, conceive the interplay between humans and AI agents as one system, and step by step elevate processes to a higher level of automation and quality * Budget planning: You create budget, cost, and capacity planning for Customer Care, manage it based on data, and specifically identify efficiency potential to ensure consistently high service quality with optimal use of resources * Data-driven decision-making: You ensure that operational decisions are made on the basis of sound analyses and clearly defined KPIs. You foster a culture of Operational Excellence across the entire team while always keeping the customer experience in focus * Collaboration & communication: You work closely with all relevant stakeholders and departments to think through and implement process improvements end to end. You present findings and recommendations clearly and appropriately tailored to stakeholders and management, always with an eye on adding value for the Customer Care area YOUR PROFILE Are you convinced that you bring exactly what this position needs? Then we encourage you to apply. Even if you don't meet every single requirement, you might still be exactly the right future Doctoliber for this or other positions!   To become part of our team, you bring the following: * 5+ years of experience in strategy consulting, business performance management, Operational Excellence roles (Sales, Account Management, Operations, Logistics), or similar roles * A proven track record of using data analysis to support business decisions and improve performance, ideally with a strong connection to Customer Care or Customer Operations * Experience leading cross-functional project teams and managing and organizing multiple parallel projects and initiatives * Strong analytical skills and the ability to synthesize complex data into clear, actionable insights * You handle AI tools and agents with confidence, you equip agents with the right context, manage their use responsibly, and assess the quality of their output with sound judgment; ideally, you already have some experience redesigning processes with AI * Excellent communication and presentation skills, with the ability to influence and engage stakeholders at all levels We would also be particularly interested in: * Knowledge of statistics as well as data analysis tools, methods, and software (e.g., MetaBase, Google Sheets); SQL is a plus * Experience with CRM and/or Customer Success tools such as Salesforce; a Lean Six Sigma certificate is a plus * Business-fluent English (minimum C1) as well as solid German skills (minimum B1) required WHAT WE OFFER YOU * A Deutschlandticket sponsored by Doctolib if you work from the office or in a hybrid model * 28 days of vacation + 1 additional day for each full calendar year of employment (up to a maximum of 30 days) * The option to work from abroad for 10 days per year * Supplementary company health insurance with individual additional benefits (including teeth cleaning and more) * A company pension scheme (bAV) with a 40% employer contribution (15% during the probationary period) * Participation in Doctolib's long-term employee share program, DoctoGrowth * The Doctolib Parent Care Program, which includes extra parental leave (1 month) and more * Free mental health and coaching sessions through an external partner * In addition to healthy snacks and a regular breakfast buffet, we offer meal vouchers * A subsidized sports program with our partner Urban Sports Club * For caregivers and employees with disabilities, an offer including more flexible working hours, additional medical leave, and psychological support THE INTERVIEW PROCESS * Interview with your TA Partner * Introductory meeting with our Head of Operational Excellence * Peer interview * Case study with the Director of Operations * Final interview * At least two reference checks by phone JOB DETAILS * Permanent contract * Full-time * Berlin * Hybrid working model (3 days in the office per week) * Starting immediately We pursue the vision of improving everyone's health. This is also reflected in our recruiting. We evaluate applications solely on the basis of qualifications and motivation. We do not tolerate discrimination. The more diverse our team and ideas are, the more our product will be able to improve the health of our users. That's why we invite you to apply, regardless of gender, religion, age, sexual orientation, ethnicity, or disability. To ensure equal opportunity, you can omit information such as photos, age, etc. from your application. Please let us know what accommodations we can make to support you in the best possible way. We look forward to digitalizing healthcare together with you! All information provided will be processed by Doctolib for application management purposes. For details on data processing, please click here. If you have any questions or wish to exercise your rights, please contact hr.dataprivacy(at)doctolib.com. #LI-MZ1