Customer Support Executive ( SaaS / Remote)

Create customer value.

We believe that business growth starts with a fantastic product that people want to use. And with Publitas, we aim to create an exceptional experience for shoppers by publishing inspirational catalogs online. We also give our customers, leading retailers such as Mattel, IKEA, Home Depot, and Williams Sonoma, the personalized service they deserve, which has earned us their trust and loyalty. As a result, we have more than 1900 passionate customers and advocates worldwide.

At Publitas, we’re looking to add a Customer Support Executive. A knowledgeable, optimistic, and compassionate professional that will support our customers’ product experience. You have an empathetic, constructive and professional attitude towards customers. You’re a fast learner with incredible multitasking skills. You’re curious and always eager to learn new things. You’re an outgoing optimist with great communication skills. You’re madly in love with mobile devices and web apps.

Just like us, you love getting things done and have a strong focus on results. You are good at proactively solving challenges and diving deep into a subject matter when required. You believe that providing spectacular support to our customers is the fundamental ingredient for creating customer love. You are thinking one step ahead of how to help customers, trying to figure out solutions about issues they might not be aware of.

You’ll be part of our Customer Support team, working alongside our Customer Success, Sales, and Product teams. You will join smart, curious, and incredibly fun people who are dedicated to one thing only: making sure our customers are successful. Not once, not sometimes, but every time we can help.

Responsibilities:

  • Supporting the customer journey.
  • Finding the best possible solutions for our customers’ problems when they arise.
  • Knowing our product inside and out.
  • Recommending product and service improvements to our Product Management team by helping collecting information and analyzing customer needs.
  • Collaborating with our Development team to understand the cause of issues our customers might be facing and solving them.
  • Supporting the internal organization to serve potential customers, using and improving the product.

Requirements

  • Previous experience as Customer Support in a SaaS work environment.
  • You’re fluent in English, and also fluent in either German, French, or Spanish.
  • Previous and proven experience communicating with customers (written and by phone), ideally in different tiers.
  • Able to manage customer expectations and communicate updates/requests internally/externally.
  • Familiar with troubleshooting and testing actions.
  • Experience in mobile and desktop browser support troubleshooting.
  • Experience with Google Analytics.
  • Experience with troubleshooting data sources including XML, TSV, CSV formats.
  • Able to work from 11:00-19:00 CET.

Bonus:

  • You have a good understanding of tag management and advertising software.

If you’ve been reading this far, chances are high you're a bit like us:

  • You desire to do things better and to improve the world around you.
  • You believe that results and impact matter more than hours spent.
  • You’re self-driven, and you love the fact that Publitas operates through values & habits such as:
    • Honesty
    • Respect
    • Passion
    • Generosity
    • Excellence
    • Curiosity

What can you expect from us?

  • €23.000 - €36.500 gross salary per year.
  • 25 vacation days per year and your National Holidays off.
  • A contract of indefinite duration.
  • Work from anywhere you desire.
  • A monthly shared office space/co-working allowance.
  • A one-time home office setup stipend.
  • A top-of-the-line MacBook.
  • Monthly wellness allowance to stay healthy while working remotely.
  • Annual retreats in some of the greatest cities in the world.
  • Free books in Kindle and Audible store.
  • We'll challenge and support each other through 1-1 sessions to get the most out of your and our potential.

We promise to get rid of everything that stands in your way so you can create your best work. If this sounds like your kind of place, it’s time to get in touch.

Please feel free to contact our Recruitment Team at careers@publitas.com if you have any questions.

Convinced we can use your talents for a different job?