Customer Support Specialist (m/f/d)
(Hybrid - 2-3 days per week
Shape the Future of Privacy
Usercentrics is a global leader in data privacy and privacy-led marketing solutions. We believe growth and privacy compliance can go hand in hand, and we help organisations of every size build that balance so their customers can trust them with data. If you enjoy solving problems and helping people succeed, we have a seat ready and waiting!
As a Customer Support Specialist, you'll be the primary point of contact for our Self-Service (B2B) clients, guiding them through our platform and ensuring every interaction builds trust and confidence. You'll work closely with Customer Success, Tech Support, Product, and Finance teams, turning customer insight into real improvements and helping shape how we work along the way.
Responsibilities
● Serve as the primary point of contact for our Self-Service (B2B) clients via Zendesk, ensuring prompt and effective support.
● Guide customers in navigating the platform, setting up their accounts, and maximizing their experience.
● Collaborate with Customer Success Managers, Tech Support, and Product teams to share insights and drive continuous improvements.
● Contribute to our knowledge base and FAQs by creating valuable self-help resources that boost customer autonomy.
● Help optimize cross-functional processes—your ideas and input will directly shape how we work.
● Gather and translate customer feedback into actionable feature requests to refine and enhance our solution.
● Work closely with the Finance team to address billing discrepancies and resolve inquiries regarding charges and invoices.
Requirements
Qualifications & Requirements
● 2+ years in customer support, customer success, or a similar customer-facing role, ideally in a B2B SaaS environment.
● Strong communication skills, with excellent English, both written and spoken. Experience in copywriting, advertising, or content marketing is a plus.
● Experience in creating self-help resources, FAQs, or knowledge base content is a plus.
● Excellent problem-solving skills, with the ability to guide customers through our platform and provide clear, effective answers.
● A true customer-first mindset—committed to delivering outstanding experiences and finding solutions.
● Familiarity with support ticketing systems (e.g., Zendesk) and CRM tools (e.g., Salesforce) is a plus.
● Strong organizational skills and attention to detail.
● Comfortable managing multiple priorities in a fast-paced environment.
Benefits
Why join Usercentrics?
- Joining Usercentrics means becoming part of a fast-growing, diverse and international team of tech enthusiasts and entrepreneurially-minded who build our success story together
- Company culture is important to us - we strive to continuously develop a positive, vibrant and inspiring environment that enables everyone to thrive both personally and professionally
- Get involved! We have plenty of initiatives and love to see people from all department enthusiastically participating and shaping our future together in different cross-department projects
- Your work-life balance is important to us too - we offer flexible working hours, hybrid working and the possibility of workcations (in accordance with our company policy)
- We always remember to have fun along the way, both in our day-to-day work and at our regular team events on site in our offices in Munich, Copenhagen, Odense, Lisbon, New York and Buenos Aires or online
- You are the most valuable asset to our company which is why we’re happy to offer awesome benefits like our personal development budget, job-related language courses and a lot more (depending on your location) to focus on your well being.
Our Commitment to Inclusion
Usercentrics is an equal opportunity employer. We welcome applicants of any age, race, ethnicity, national origin, colour, religion, sex, sexual orientation, gender identity or expression, disability status, neurodivergence, veteran status, marital or family status, or any other characteristic protected by law. We hire based on merit, qualifications, and business need, and we're committed to building a team that reflects a genuinely diverse range of backgrounds and perspectives.
Research shows that women and people from underrepresented groups are statistically less likely to apply for a role unless they meet every listed qualification. If this role excites you but your background doesn't tick every box, we'd still encourage you to apply you may be exactly who we're looking for, here or in another role.
If you need any adjustments to the application or interview process including accessibility accommodations please let the recruiter know. We're happy to work with you to make the process a fair and comfortable one.