Customer Support Coordinator

Customer Support Coordinator (m/w/d)

ready2order

STELLENBESCHREIBUNG Du glaubst fest daran, dass exzellenter Service der Schlüssel zu glücklichen Kunden ist, und brennst darauf, Support Teams so zu steuern, dass jeder Kundenkontakt begeistert? Für unser Customer Support Team in Wien suchen wir einen engagierten Customer Support Coordinator (w/m/d) in Vollzeit, der die operativen Fäden zieht, unsere Support-Qualität sichert und die Zusammenarbeit mit unseren internen und externen Partnern auf das nächste Level hebt. Als Customer Support Coordinator bist Du die zentrale Schnittstelle in unserer Support-Organisation und arbeitest eng mit dem Head of Customer Support zusammen. Deine Aufgabe ist es, Prozesse so zu steuern, dass der Kunde bei jedem Kontakt begeistert wird. Mit Deiner proaktiven Arbeitsweise, Deinem Organisationstalent und Deinem analytischen Blick für KPIs sorgst Du dafür, dass unsere Kunden stets den bestmöglichen Service erhalten. DEINE MISSION * Du übernimmst die fachliche Anleitung, Qualitätssicherung und tägliche Abstimmung mit unserem 1st-Level-Support, dem Backoffice und externen Contact-Center-Partnern und bist die Schnittstelle zwischen den Supportteams, internen Abteilungen und unseren Kunden. * Du entwickelst Supportprozesse, Workflows und Tools kontinuierlich weiter und baust unsere  Wissensdatenbank, FAQs sowie Gesprächsleitfäden weiter aus. * Du organisierst administrative Supportprozesse (z.B. Stammdatenpflege, Vertragsänderungen) und hast die KPIs und Service Level Agreements fest im Blick. * Du unterstützt neue Teammitglieder beim Onboarding, gestaltest Schulungsinhalte und etablierst klare Eskalationsprozesse. * Du reportest regelmäßig KPIs und Trends an den Head of Customer Support und tauschst dich eng über Kapazitäten, Risiken und Verbesserungen aus. WAS MACHT DICH "READY" FÜR UNS * Du bringst fundierte Erfahrung im Customer Support mit, idealerweise bereits in einer koordinierenden oder fachlich führenden Rolle. * Um unseren Kunden den bestmöglichen Support zu bieten, bringst du ein starkes technisches Verständnis mit und idealerweise Erfahrung im IT- oder SaaS-Support. * Du arbeitest sicher mit modernen Ticketing- und CRM-Systemen (z. B. Zendesk, Salesforce) und liebst strukturierte Prozesse und Dokumentation. * Du kommunizierst klar, triffst im Umgang mit externen Partnern, Kunden und internen Abteilungen immer den richtigen Ton und behältst auch bei Eskalationen einen kühlen Kopf, sowohl auf Deutsch als auch auf Englisch. * Du denkst absolut kundenorientiert, packst Dinge eigenverantwortlich an und willst unseren Kunden den besten Service bieten. DAS KANNST DU VON UNS ERWARTEN * Ein modernes und freundliches Büro im Herzen von Wien, perfekt an die Öffis angebunden. * Flexible Arbeitszeiten und ein hybrides Arbeitsmodell, das zu Deinem Leben passt. * Ein motiviertes, innovatives Team, das auf Augenhöhe zusammenarbeitet und gemeinsam Erfolge feiert. * Raum für Deine fachliche und persönliche Weiterentwicklung mit internen und externen Lernmöglichkeiten. * Eine offene Unternehmenskultur, in der Deine Ideen geschätzt werden und Du viel Gestaltungsfreiraum hast. * Umfassende Gesundheitsangebote mit moderner Arbeitsmedizin und einer Rundum-Mitgliedschaft bei haelsi. * Einen täglichen Essenszuschuss pro Bürotag in Form von Edenred Restaurant-Gutscheinen. * Gemeinsame Aktivitäten und regelmäßige Events, die für Abwechslung und Spaß sorgen. Du erhältst für die Position ein jährliches Vollzeit-KV-Mindestbruttogehalt ab € 35.658. Die Bereitschaft zur Überzahlung, um Deine Qualifikationen und Erfahrungen zu honorieren, ist für uns selbstverständlich. Wir freuen uns auf Deine Bewerbung mit einem aussagekräftigen Lebenslauf. Bitte lass uns im Anschreiben Deine zeitliche Verfügbarkeit und Deine Gehaltsvorstellung wissen.

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!