Customer Experience Representative

About the role

Role: Customer Experience Representative
Location: Berlin
Language: German fluent + English fluent
WFH Policy: On-site

About the Company

A fast-growing AI-driven brand visibility and positioning analytics platform.
Currently at 18 FTEs, expanding to 50 in the next 3–4 months (building GTM and IT teams).
The company is already generating €3.5M ARR with projections to €25–30M ARR by 2026, backed by leading VCs and advisors.
Known for exceptional UX/UI, strong product-market fit, and trusted by 1,000+ marketing teams globally.

Role Overview

As part of the first Customer Experience team, you’ll focus on customer onboarding, satisfaction, and retention, while helping design scalable CX processes.

You will:

Manage customer support tickets and ensure high satisfaction.

Support onboarding, adoption, and engagement with the platform.

Run consultative calls and prepare customers for upsell opportunities (in collaboration with AEs).

Identify process patterns and drive CX optimization initiatives.

Be the first point of contact for customers via calls, chat, and email.

Collaborate with Product and Engineering to represent customer feedback.

Build CX infrastructure (help center, onboarding flows).

Support engagement through events, webinars, and community initiatives.

Provide structured feedback to Sales, Marketing, and Product teams.

Focus on proactive customer support — no sales quota.

Ideal Background

Profiles that thrive here could include:

Customer Support or Junior CS Reps with a strategic mindset.

Founder Associates exploring customer success.

SDRs who enjoy client interaction but not sales quotas.

Why Join

Join an AI start-up with top-tier investors and a strong growth trajectory.

Be part of the first CX team and shape foundational processes.

Work with a high-performing, ambitious team in a premium Berlin office.

Enjoy a culture where everyone has equity and skin in the game.

Growth Opportunities

Progress into mid-level CSM or CX leadership as the company scales.

Direct exposure to product innovation and customer engagement strategy.

Equity package and long-term growth potential in a top-tier AI start-up.

Requirements

Must-Haves:

1–2 years of experience in a customer-facing role (CS, CX, or support).

High agency, curiosity, and coachability.

Strong work ethic (comfortable in a fast-paced “9–9–6” culture).

Excellent multitasking and prioritization skills.

Outstanding communication (written and spoken German + English).

Adaptable and entrepreneurial mindset.

Nice-to-Haves:

Experience with B2B SaaS, marketing, or SEO tools.

Familiarity with onboarding, help desk, or community systems.

Exposure to AI, SEO, or automation tools.

Experience in VC-backed high-growth environments.

Compensation & Benefits

Salary: €55K–€65K + equity

Perks:

Uber Eats & Uber rides home when working late

Frequent off-sites and team events

High-end Berlin office

Hiring Process

Initial screening interview

Hiring manager interview

On-site practical/scenario-based task

Offer