Customer Support Associate

About the role

Role: Customer Support Associate

Location: Berlin

Language: German fluent & English fluent

WFH policy: On-site

Industry: AI / Marketing Technology

Product: AI-driven brand visibility and positioning analytics platform

Team: 18 FTEs currently, growing to 50 in 3–4 months (expanding GTM and IT teams)

Role Description

You’ll be part of the first Customer Experience hires, focused on technical support, customer satisfaction, retention, and onboarding assistance.

Key responsibilities:

Solve customer problems through ticket resolution while maintaining exceptional satisfaction.

Support customers during onboarding, adoption, and engagement with the platform.

Conduct consultative calls to prepare customers for upselling and growth opportunities.

Collaborate closely with Account Executives and Product teams to improve the overall customer journey.

Help shape internal support processes and tools during this early-growth phase.

What Makes This Company Unique

Built the market’s top proprietary AI solution for brand sentiment optimization.

Known for best-in-class UX/UI and strong trust in its path to market leadership.

Trusted by 1K+ marketing teams worldwide.

Founded in 2025, already at €3.5M ARR with four funding rounds completed.

Backed by top-tier VCs and advisors.

Projected to reach €25–30M ARR by 2026.

Early-stage team at a top 1% global start-up.

High-performance, rewarding culture with strong equity participation.

Premium Berlin office with a collaborative, high-caliber team environment.

Growth Perspective

Opportunity to grow into Customer Success or Customer Support Leadership as the company scales from 1K to 10K+ clients.

Equity package with strong long-term earning potential.

Early ownership in building world-class customer support operations at a fast-growing AI start-up.

Must-Haves

~1 year of experience in a customer-facing role (CSM, BDR, or Support Rep) — or a motivated graduate with the right mindset.

High agency, curiosity, coachability, and work ethic.

Thrives in a high-performance (9-9-6) environment.

Adaptable and entrepreneurial, with strong prioritization skills.

Excellent written and verbal communication in German and English.

Demonstrated excellence in some aspect of their background.

Nice-to-Haves

Experience in B2B SaaS, marketing, or SEO tools.

Familiarity with onboarding, help desk, or community systems.

Exposure to AI, SEO, or customer automation technologies.

Experience in VC-backed, high-growth start-ups.

Compensation & Benefits

€50K–€60K base salary + equity

Uber Eats & ride-home coverage for late workdays

Frequent off-sites and team events

Premium Berlin office

Hiring Process

Initial screening interview

Hiring manager interview

Practical or scenario-based on-site task

Offer