Want to revolutionize the world of ad tracking with us? Welcome to Tracify! We are an aspiring start-up in e-commerce and lead generation with around 25 curious and motivated minds.
We are currently looking for a Customer Success Agent, who ensures our customers receive excellent support and gain maximum value from Tracify. In this role, you will handle support inquiries, maintain our Help Center, and serve as the first point of contact for questions. If you are ready to take on this exciting challenge and play a key role in our customers' success, we look forward to receiving your application!
Your Responsibilities
- Independently manage first-level support inquiries (non-technical) while adhering to SLAs and aiming for a consistently positive customer experience
- Responsibility for the Help Center: driving usage, keeping content up-to-date, and reducing support inquiries and increasing product adoption through documentation optimization
- Escalation Point: identifying support cases, preparing them clearly, and forwarding them to relevant stakeholders – ensuring customer satisfaction even in challenging situations
- Continuous Improvement of support processes and team performance – working smarter and better every day
- Close Collaboration with colleagues, as well as continuous development of your own skills and the team's
Your Profile
Must-haves:
- Excellent communication skills: Ability to clearly structure requirements and solutions and communicate them effectively
- Strong customer-centric mindset and high empathy: You can understand customers well and guide them empathetically through processes
- Proactive, entrepreneurial, and solution-oriented approach
- Ability to apply existing knowledge to new use cases
- Basic knowledge of e-commerce systems and/or Performance Marketing
- Very good German and English language skills , both written and spoken
Nice-to-have:
- Experience with CRM systems and data-driven workflows
- Knowledge of tracking, attribution, or BI systems
- Experience with website and/or shop integrations
- Ability to feel comfortable in a fast-paced, dynamic, and startup-like environment and work successfully
Why us?
- Innovative Environment: Work in an agile startup with flat hierarchies and plenty of room for your own ideas
- Impact: Take ownership from day one and actively shape Tracify's future with your work
- Team Spirit: A motivated, supportive team that embodies collaboration and open communication
- Development Opportunities: Grow with us and develop into an expert in Onboarding & Customer Success
- Flexibility: Hybrid work model with flexible hours – enjoy the freedom of remote work and collaboration at our Munich office
- Choice of Device: Choose your preferred setup (Mac or Windows) – also for private use
About Us
OUR PRODUCT
We have developed an innovative AI software solution that can track user behavior from ads. This way, we not only help marketing departments use KPIs that they can verify with our data. Retailers also use our software to generate more sales with data-driven decisions. Through us, e-commerce companies can fully understand their customers' customer journey and the source of their online sales. Our tracking solution works across devices and platforms and is 100% GDPR compliant. How do we achieve this? Through our AI tracking algorithm, our real-time reporting, and our data-driven attribution.WHO WE'RE LOOKING FORWe encourage free thinkers and innovators to contribute their ideas and individuality. Personalities are very important to us, and we want to ensure that the talent we hire fits our team and our mission. Therefore, we are looking for people who prefer direct communication and dare to speak their minds. We are looking for absolute team players who are eager to achieve great things together. And we are looking for people who are ready for a steep learning curve, are always curious, and demonstrate high motivation.
