Customer Support Manager mwd - B2B SaaS AI-Startup

Berlin Vollzeit Kein Home Office möglich

Do you have a passion for outstanding customer service and want to leave your mark on a fast-growing AI startup?

DNL builds an AI-powered software solution for audit teams around the globe. Our enterprise customers demand precision, reliability, and a communication style that matches the rigor of the audit profession.

If you\’re ready to delight an international customer base in both German and English, take ownership from day one, and elevate support to the next level, we\’d love to meet you!

Tasks

Single point of contact for our enterprise-heavy customer base throughout the entire support lifecycle—from first ticket to successful resolution.
Service excellence & ownership: Drive proactive incident and escalation management.
High sense of urgency: Respond rapidly to incoming requests while still prioritizing effectively and maintaining quality.
Technical troubleshooting: Rapidly build deep product knowledge and clearly communicate solutions to complex questions.
Internal hub: Partner with Product Engineering and Sales to funnel feedback, prepare releases, and close knowledge gaps.
Process & knowledge building: Build and refine support workflows and a scalable knowledge base to set up a scalable customer support unit for DNL.

Requirements

At least 1 year of experience in customer support, ideally in a B2B SaaS environment with enterprise clients.
Full professional working proficiency in German and English (C1 / C2 in spoken and written form).
Outstanding communication & empathy, combined with a strong service mindset; prior exposure to auditors or finance teams is a plus.
Technical affinity: You read release notes like others read the morning news and translate technical detail into customer value.
Tool mastery: Comfortable with modern ticketing systems (e.g., Usersnap, Zendesk).
Analytical mindset: Spot patterns in support data, prioritize based on impact, and back decisions with metrics.
Berlin HQ first: Your primary workplace is our Berlin office; remote flexibility for the remaining days is possible.
Competitive package: 30 vacation days, a competitive salary, monthly benefit vouchers.
Ownership from day one: Flat hierarchies, short decision paths, and plenty of room for your ideas.
Modern setup: Toptier equipment, brand-new office in Berlin-Kreuzberg, and flexible remote days each week.
First-class team: International, ambitious, and collaborative—regular offsites and team events included.
Real impact: Shape the support strategy of a complex AI SaaS product that transforms how audit professionals work worldwide.