Customer Support Specialist EMEA - German Market

If you are passionate about supporting people, understanding their needs, and ensuring they feel confident and valued throughout their experience, at Metricool, you will be able to do it with purpose, ownership, and strategic freedom.

You can work 100% remotely in an international, fast-growing company where team members love to collaborate closely, engage in creative problem-solving, and share a desire to make social media managers' lives easier.

Your mission is to support users along their road with us, providing them with solutions and helpful resources to understand how our tools work, and how to function with social media.

In this position, you will be able to have a wonderful contribution and impact in different areas:

As a Customer Support Specialist,

• Provide a unique experience to our users by providing excellence in our chat.
• Client accompaniment and resolution of doubts and questions related to our platform.
• Introduction to our users about the benefits that the platform can offer them in their day to day.
• Provide the users with our plans, and which one suits them better for their scenario.
• Collect customer feedback for service improvements and proactivity when suggesting improvements and changes to the platform.
• Provide support and assistance internally, managing incident reports and requests from other departments.
• Collaborate with your colleagues to create and update support resources for enterprise tools, for internal and customer usage.

As a Team Member,

• Build strong internal relationships with your team, to align customer inquiries.
• Work closely with your team to understand objectives and unblock situations.
• Collaborate with other areas to brainstorm and develop a variety of materials.

Long story, short: How will be your first days in Metricool?

• First month: For the first few weeks, we will ensure you understand your impact on the team and the business, while learning about the team, the industry, and processes. You will meet every contributor on your team and understand their areas of expertise.
• First Quarter: Within the first three months, you will understand your team better, work autonomously, and begin sharing new ideas and creating a more significant impact.
• To the moon: After this process, you will become an active team member. You will also understand how to reach objectives and set your strategies based on the company's goals.

Job requirements. You'll be successful on your mission if you meet the following:

• Based in Spain.
• Experience: Previous experience in Customer Support or a similar position related to customer service.
• Education: Ideally, Degree in Digital Marketing or a similar field.
• Avaibility to work from 10.00 am to 19:00pm with one hour break.
• Languages: Fluent/ Advanced level in German and English. Fluent/ Advanced level in Spanish is a plus.

Hard skills, nice to have:

• Digital marketing knowledge.
• Basic programming knowledge.

Soft skills:

• User-focused approach through active listening, empathy, and patience.
• Effective communication skills to transmit information in a clear, concise and appropriate manner.
• High level of self-management and incident resolution.
• Strong capacity for organization, time management and ability to multitask.
• Team player with the ability to collaborate across different departments.

Why will you fall in love with Metricool?

• Remote Work Environment: Team members have the flexibility to work from any location of their choice. All processes are designed to accommodate remote work, fostering inclusivity and communication through platforms like Slack or Google Meets. The company provides all the necessary equipment for you to create your workspace.
• Annual Meetups: Once a year, we organize gatherings to bring the team together, fostering camaraderie and mutual understanding.
• Competitive Salary: We are actively working to align our budgets with market standards, offering highly competitive salary packages. For this position we estimate between €19,000 and €23,000(annually).
• Professional Development Plan: Recognizing the desire for personal growth, we provide guidance and support to our team members on their professional journey.
• Language Lessons: As an international company with team members fluent in English, Spanish, French, German, Portuguese or Italian, we believe in breaking barriers through language learning.

What are the steps of the hiring process?

• First interview (30 minutes) with Magdalena, our Talent Acquisition & Onboarding Specialist, to know each other, know more about the company and our culture, the position and the team, and if your background and aspirations fit the profile.
• Second interview (1 hour) with Bea, Customer Support Manager, to understand the fit with the company.
• Last short language test to validate your current level in German, only if needed.

If you are excited about the things that you just read, don't hesitate to apply for the job position!

Department Customer Support Locations Sevilla- Spain, Madrid-Spain, Malaga- Spain, Toledo- Spain, Valencia-Spain, Barcelona-Spain Remote status Fully Remote LinkedIn Company Name Metricool Seniority Level Mid Senior Level