Customer Support Specialist (f/m/d)

Building the backbone of European trades together – with AI and voice-first software.

We’re not just building software — we’re on a mission to create space for contractors and tradespeople by equipping them with AI solutions that work the way they do: fast, practical, and voice-first. With Tier 1 investors from Europe and the US like Headline and Creandum, and more than 20,000 tradespeople already using plancraft, we’re scaling across Europe to turn scattered businesses into thriving communities.

We believe in zero admin, not zero personality — and we build every feature with the people in mind who wear the boots, not the suits. We’re excited to shape the future together as a team and stay humble in our mission to support the builders of tomorrow.

Many first-level customer requests are already handled by our AI. As a Customer Support Specialist, you focus on the more complex questions and challenges our customers face and make sure they feel truly understood and supported.

With clear, thoughtful solutions, you make their daily work easier and actively bring your insights back into the team to help shape the future of our customer experience.

We have two openings within our Support Team and will match the level of responsibility to your experience, whether you bring solid mid-level expertise or are ready to take on a senior scope with broader ownership.
We will determine together whether the role fits a mid or senior scope based on your experience and strengths.

YOUR RESPONSIBILITIES

• Take ownership of the full ticket lifecycle across email, chat, and phone from initial intake to resolution and documentation.
• Support tradespeople with product questions, technical challenges, and workflow guidance.
• Ensure SLA targets are met while keeping an eye on priorities and overall backlog health.
• Demonstrate strong customer proximity through excellent CSAT results.
• Support AI and automation improvements through structured testing and constructive feedback.
• Document and categorize cases clearly to surface trends, root causes, and improvement opportunities.
• Create and maintain our knowledge base, macros, and internal guidelines.
• Identify recurring issues, UX friction, or knowledge gaps early and escalate them with clear context.
• Ensure smooth handovers, reliable team operations, and close collaboration across functions.

Must-Have Skills

• Strong customer focus, analytical thinking, and confidence in challenging conversations.
• Clear, respectful communication and a collaborative working style.
• High digital proficiency and solid technical understanding.
• German at C2 level and English at B2 level.
• Experience in the trades industry or working closely with trades businesses.
• Familiarity with tools like Intercom, HubSpot, Slack, GSuite, or Stripe.
• Additional languages such as Spanish, Italian, Polish, or Dutch.
• If you bring senior-level experience, you may additionally:
• Strong customer focus, analytical thinking, and confidence in challenging conversations.
• Clear, respectful communication and a collaborative working style.
• High digital proficiency and solid technical understanding.
• German at C2 level and English at B2 level.
• Experience in the trades industry or working closely with trades businesses.
• Familiarity with tools like Intercom, HubSpot, Slack, GSuite, or Stripe.
• Additional languages such as Spanish, Italian, Polish, or Dutch.
• If you bring senior-level experience, you may additionally:

Nice-To-Have Skills

• Mentor teammates in communication, problem-solving, and case handling.
• Act as an escalation partner for complex or sensitive cases.
• Take ownership of deeper technical analysis and advanced troubleshooting.
• Contribute more strongly to process improvements and quality initiatives.
• Team Spirit: We’re driven by passion, commitment, and a shared mission. Team spirit matters to us, and we make it visible through three major team events per year, casual monthly formats at our Hamburg HQ, and a strong recognition culture that celebrates both small and big wins.
• Ownership: You’re encouraged to take ownership from day one. In a flat hierarchy with high trust, you can truly make an impact.
• Learning & Growth: We invest in your development through a strong feedback culture, a personal learning budget, and targeted enablement formats to help you reach your full potential.
• AI Enablement: Our tools and workflows are AI-enabled by design. We actively support you in using AI in your daily work — including your own ChatGPT Plus license.
• Tech & Tooling: You’ll receive a MacBook, premium over-ear headphones, and all the tools you need to do your best work.
• Flexibility: Whether remote, hybrid, or on-site, you work where you’re most productive. Our Hamburg office at Rödingsmarkt (with rooftop terrace) is always open.
• Recharge: We offer 30 vacation days per year, Dec 24th off, subsidized Urban Sports Club membership, and internal sport meetups.
• Mobility: Choose between a JobRad, a subsidized Deutschlandticket, or a BahnCard.
• International Environment: We’re growing internationally, with team members across Europe, and communicate internally in English.