Customer Success Specialist H/F

Key Responsibilities

Support & Escalation Management

• Act as the primary escalation point for complex or unresolved issues from Tier 1 Support (Sales Companies)
• Troubleshoot advanced functional and technical issues within Terrako
• Escalate issues to Tier 3 (Development team) when necessary
• Collaborate with technical teams to resolve bugs and system limitations
• Ensure timely resolution of escalated tickets
• Document root causes and solutions for future reference

Enablement (Support & Training)

• Develop and maintain internal documentation (support documentation, troubleshooting guides, FAQs, etc.)
• Deliver training sessions and onboarding for Sales Companies’ support teams
• Provide ongoing coaching and guidance to improve Tier 1 resolution rates
• Act as a subject matter expert (SME) on Terrako features, workflows, and best practices

Knowledge Management

• Own and continuously improve the internal knowledge base
• Standardize support processes, workflows, and response templates
• Ensure documentation is clear, up-to-date, and accessible
• Identify gaps in documentation based on incoming support trends

Case Monitoring & Trend Analysis

• Monitor incoming cases across Tier 1 and Tier 2 to identify recurring issues
• Analyze support data to detect patterns, root causes, and systemic problems
• Proactively flag emerging issues to relevant stakeholders
• Produce regular reports on case volume, types of cases, and resolution performance

Continuous Improvement & Feedback Loop

• Translate recurring issues into actionable recommendations for project team
• Advocate for platform enhancements, usability improvements, and bug fixes
• Identify opportunities to streamline support processes and reduce ticket volume
• Participate in testing (UAT) and validation of new features or fixes
• Ensure clear communication of issues, priorities, and resolutions across teams
• Support rollout of new features by preparing support teams with documentation and training

Operational Excellence

• Define and track KPIs (e.g., escalation rate, resolution time, etc.)
• Contribute to support strategy and scalability planning
• Recommend tooling improvements (ticketing systems, analytics, automation)

Qualifications

• Experience in similar role
• Excellent communication and interpersonal skills
• Excellent written skills for online and print
• Fluent in English (additional European languages are a strong plus) and comfortable in an international environment
• Ability to thrive in a fast-paced, deadline-driven team environment
• Strong analytical and problem-solving capabilities
• Strong customer orientation and desire to improve customer experience
• Technical skills and knowledge (but not limited to): Excel, PowerPoint, Google Suite, Google Analytics, Power BI; willingness to learn if little previous knowledge of certain areas
• Bachelor’s degree (Master’s is a plus)