Customer Support Coordinator - [German speaking-Munich based] (f/m/d)

Your mission:

As our Customer Support & Operations Coordinator, your mission is twofold: to act as the trusted first-line support for our growing network of energy traders, and to serve as an operational anchor enabling our Revenue teams to scale efficiently.

You will deliver outstanding, timely platform support while coordinating key customer processes across enmacc's Product, Engineering, and Revenue teams.

Your Responsibilities

• First-Line Support: Serve as the primary contact for enmacc users across calls, tickets, emails, and live chat. Coordinate closely with Product and Engineering teams to troubleshoot and resolve platform issues swiftly.
• Knowledge Management: Maintain and expand the enmacc Help Center by creating clear, user-friendly guides, FAQs, and training materials.
• Operational & CRM Support: Manage critical operational tasks in collaboration with the Revenue teams, including client and user setup and onboarding, user permissions and maintaining clean data records.
• Tracking & Analytics: Monitor customer service and operational support metrics (e.g., ticket volumes, response times, CSAT) to identify product enhancements and optimise team workflows.
• Cross-Team Collaboration: Partner with the Sales and Marketplace Management teams to ensure a seamless, welcoming and high-quality experience for all network members.

Your profile

• Relevant Experience: 2+ years of experience in a customer support, customer success, or operational role, ideally within a B2B SaaS, fintech, or energy-related company.
• Technical Aptitude & Problem-Solving: Quick to master complex software and explain it simply. You are a curious, solution-oriented problem solver who proactively digs for root causes rather than just routing tickets.
• Bilingual Communication: Exceptional written and verbal communication skills in both English and German (both at a professional business level).
• Execution & Calmness: Strong organizational and multi-tasking skills, with the ability to prioritize issues calmly in a fast-paced environment.
• Customer DNA: Passion for delivering outstanding customer service and building strong, trust-based relationships.
• Tool Savvy & Data-Driven: Highly comfortable navigating CRM and support ecosystems (e.g., Zoho, Zendesk, Intercom). You believe data hygiene is critical and are excited to leverage modern tools and AI to optimize customer interactions and support.