(Senior) Customer Support Specialist (f/m/d)

Role Summary

Note on creating a test account

If you would like to create a test account as part of the challenge, please enter "Applicant" in the relevant field during registration and select "Other" under Trade. This ensures that our sales team does not mistakenly register you as a craft business and reach out to you unnecessarily.

Responsibilities

• You take over the entire lifecycle of customer inquiries via email, chat and telephone - from the initial classification and analysis to the solution, follow-up and conclusion.
• You are the first point of contact for craftsmen with product questions, technical problems and questions about their workflows.
• You ensure fast and high-quality solutions, manage your backlog independently and keep an eye on first response and resolution times.
• You take end-to-end responsibility for your cases and work closely with Customer Success, Product and Engineering when necessary.
• You document and categorize cases cleanly and comprehensibly, thereby providing valuable information for root cause analyses.
• You create and maintain help center articles, macros and internal playbooks to expand self-service offerings and make our support more scalable.
• You identify recurring problems, UX hurdles and knowledge gaps early on and translate these findings into concrete suggestions for product and process improvements.
• You help customers to successfully use central plancraft workflows, solve blockers and convey best practices clearly and practically.
• You support the further development of our support automation and AI workflows through testing, feedback and continuous improvement.
• Depending on your experience, you will take on your own specialization topics, for example as a feature champion or in onboarding sessions and webinars.

Requirements

• You have a strong customer focus and communicate clearly, professionally and empathetically - even in challenging conversations.
• You approach problems in a structured and analytical manner and find pragmatic solutions.
• You take responsibility for customer concerns and drive them independently to a solution.
• You enjoy working in a team and have a down-to-earth, cooperative way of working.
• You have a good technical understanding and are confident in using digital tools and software.
• German language skills at C1/C2 level and English language skills at at least B2 level.

Nice to haves

• You have initial experience in customer service, customer support or customer success.
• You have experience with craft businesses or know their everyday work and typical workflows.
• You have already worked with tools such as Intercom, HubSpot, Slack, Google Workspace or Stripe.
• You have additional language skills in Spanish, Italian, Polish or Dutch.

About the Company

OUR PURPOSE AT PLANCRAFT

Building the backbone of European craftsmanship together – with modern software and smart AI solutions.

We don't just develop software - our mission is to create more space for craftsmen and craft businesses by equipping them with a practical SaaS solution that works like they do: quickly, efficiently and without unnecessary admin effort. Supported by smart AI functions exactly where they really help in everyday life. With Tier 1 investors from Europe and the USA such as Headline and Creandum as well as over 20,000 craftsmen as a customer base, we are scaling across Europe to turn individual, scattered businesses into networked and successful communities.

We believe in zero admin, not zero personality – and we develop every function with the people in mind who wear the safety shoes, not the suits. We want to shape the future, together as a team, and are down-to-earth in our mission to support the makers of tomorrow.

YOUR MISSION WITH US

As a Customer Support Specialist (f/m/d), you are responsible for providing our customers with fast, precise and empathetic support across all channels. You will take on their questions and problems from the first contact to the solution, help craftsmen to successfully use plancraft in their everyday work, and bring in valuable insights from support in order to continuously improve our product and customer experience.

WHY PLANCRAFT?

• Team Spirit: With passion, commitment and real desire, we do everything we can to realize our mission together. We celebrate team spirit regularly: with 3 big team events a year, 2 monthly relaxed formats in our HQ and a strong recognition culture in which we make small and big successes visible and celebrate them together.
• Ownership: With us you take responsibility from day one. In an environment with flat hierarchies and a high level of trust, you can really make a difference.
• Further development: We invest specifically in your development – through a strong feedback culture, a personal learning budget and enablement formats.

We want to support you in the best possible way so that you can develop your full potential.

• AI Enablement: Our internal tools and workflows are designed from the ground up to be AI-powered. We support every team and every individual in using AI in their everyday work at the next level - including their own Claude license, of course.
• Tech & Tooling: You get modern hardware such as a MacBook and high-quality over-ear headphones as well as all the tools you need for your daily activities.
• Relaxation: 30 days of vacation, December 24th. free, a subsidy for the Urban Sports Club and internal sports meetups help you switch off.
• Mobility: You can get a JobRad or use a subsidized Germany ticket or a BahnCard.
• International environment: We are constantly becoming more international with colleagues, among others. in Italy, France, the Netherlands and Austria – and communicate internally in English.

We’re #stoked to shape the future, #together as a team, and #humble in our mission to support the builders of tomorrow. For a first impression of us, take a look at our Instagram https://www.instagram.com/plancraft.app/reels/ and LinkedIn page https://www.linkedin.com/company/plancraft-gmbh/?viewAsMember=true.

Diversity makes us better.

We welcome people of all backgrounds, identities, abilities, and experiences, and we believe that different perspectives lead to better ideas, stronger products, and a healthier workplace. If you’re excited about our mission but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway. You might be exactly who we’re looking for.

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On the application process

We want your candidate experience with us to be smooth, transparent, and enjoyable. We aim to get back to you regarding your application within 5 business days. Our interview process typically takes about 4 weeks from start to finish, although this may vary by role. You can learn more about our process here https://plancraft.com/en-gb/jobs#hiring. If you need adjustments or flexibility at any stage, please don’t hesitate to let us know — we’ll do our best to make it work for you.