Customer Success Representative

Your mission

• Serve as the first point of contact for customer support across live chat, email, and phone
• Handle first-line support tickets, troubleshoot issues, and redirect or escalate cases to the Analyst or Medical team when they need clinical or technical expertise beyond first-line support
• Lead onboarding calls and demo walkthroughs for new customers, guiding them from signup to their first successful case
• Keep our CRM up to date and accurate as customer information changes
• Take a proactive approach to support, reaching out before a customer has to ask
• Run outreach and win-back campaigns to bring dormant accounts back into active use
• Help expand and maintain our Help Centre documentation so customers can self-serve common questions

Your profile

• A proven track record in customer support or customer relationship roles, with working knowledge of modern support practices and tools
• Hands-on experience with live chat, help desk or ticketing tools, and CRM systems (Pipedrive experience is a plus)
• Fluent German and English, written and spoken; additional languages are a plus
• A strong understanding of what dental industry customers need day to day; direct dental industry experience is a plus, not a requirement
• Account management experience
• Highly organised, with strong attention to detail
• A friendly, polite, customer-focused communication style
• An analytical, critical thinker who takes ownership of a problem through to resolution rather than just passing it along
• A natural pull toward automation and efficiency: you look for ways to reduce repetitive work rather than just doing more of it

Why us?

• A chance to shape how Customer Success works at a growing dental AI company
• Direct exposure to the whole customer journey rather than a narrow slice of it
• A team that’s actively investing in doing support and onboarding properly rather than treating it as an afterthought
• Permanent full-time position
• Remote work within the EU
• Competitive compensation, based on experience