Location

Hybrid in Prague (minimum of 2 days a week from the office)

SHAPE THE FUTURE OF PRIVACY WITH USERCENTRICS

Usercentrics is a global leader in data privacy and privacy-led marketing solutions. We believe there is no need for a trade-off between growth and privacy compliance. Our vision is to unlock the potential of data privacy to empower a thriving digital ecosystem. We work with companies to create a healthy balance between data-driven business and privacy-led marketing for every size of enterprise. Our customers build trust with their users through improved transparency and control to drastically improve marketing and monetization, while achieving full privacy compliance.We are looking for a motivated Customer Support Specialist to join our Customer Support Team, who is dedicated to providing exceptional assistance to our clients whenever they need us. By offering fast and reliable support through our ticketing system and email, we ensure that customers receive the best solutions on their path to compliance. We thrive under tight deadlines and high expectations while maintaining a fun and engaging work environment. Each team member is valued for their unique skills and personality, and with a strong emphasis on teamwork, we go above and beyond for our customers while supporting one another to foster a positive workplace culture. No worries – it’s not a call center job! 

Your Tasks

• Serve as the primary point of contact for our Self-Service (B2B) clients via Zendesk, ensuring prompt and effective support.
• Help customers navigate the platform by assisting them in finding the right information, guide the customer setting up their own account, and maximizing their experience.
• Collaborate with Customer Success Managers, Tech Support, and Product teams to share insights and drive continuous improvements.
• Enhance our knowledge base and FAQs by creating valuable self-help resources to improve customer autonomy.
• Contribute to optimizing cross-functional processes—your ideas and input will help shape the way we work.
• Gather and translate customer feedback into actionable feature requests to refine and enhance our solution.
• Be in close contact with the finance department, address billing discrepancies and resolve customer inquiries regarding charges and invoices.

You Bring

• 2+ years in customer support, customer success, or a similar customer facing role, preferably in a B2B SaaS software environment.
• Strong communication skills, 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 a strong ability to assist customers in navigating our platform and answering their questions. 
• Committed to providing outstanding customer experiences with a customer-first approach, always ready to help and find solutions.
• Proficiency in 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.

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Usercentrics we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

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 and Prague 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