Customer Success Manager (m/f/d)

About Us and Our Mission:

Year after year, millions of people forgo their rightful tax refund – many out of fear of filing taxes. Taxfix is changing that. We want to empower everyone to take their finances and taxes into their own hands. With our intuitive app, anyone – regardless of their educational background or prior knowledge – can file their tax return with ease.

The Taxfix team is a group of problem-solvers who openly voice and discuss ideas together. With offices in Berlin and Madrid and over 350 team members from more than 65 nations, we are rich in diverse voices and ideas. In seven years, we have secured over 300 million euros in funding while helping many people reclaim over 3 billion euros in tax refunds from the tax authorities.

What You Will Do With Us:

As a Customer Success Manager in the Customer Success Team, you will have the freedom to work from home or from our modern office. You will ensure that our customers receive competent, empathetic, and reliable support for any questions regarding Taxfix via chat and email. Together with your team and colleagues from Operations, Product, and other relevant areas, you will also resolve more complex issues and provide customer feedback to continuously improve our customer experience.

Your Responsibilities:

• You will support our customers in using the Taxfix app and answer their inquiries via chat and email clearly, empathetically, and in a solution-oriented manner.

• You will handle diverse inquiries related to app usage, technical features, payments, tax topics, and data privacy.

• You will independently resolve more complex or sensitive cases and, if necessary, escalate them to the appropriate parties with the correct context.

• You will work closely with the Customer Success Team, internal Operations Teams, and tax experts to ensure our customers receive timely and reliable support.

• You will contribute to the further development of support processes, templates, macros, and our internal knowledge base together with the team.

• You will identify recurring questions and areas for improvement, structure customer feedback, and provide concrete impulses for product and processes based on it.

• You will participate in cross-team projects and seasonal initiatives that further develop our service and support experience.

What You Bring With You:

• You have approximately two to three years of experience in Customer Success, Customer Support, Customer Care, or a comparable service-oriented environment; experience from the hotel or retail industry is also welcome.

• You speak and write German at a C2 level and have very good English skills.

• You act consistently with a customer-centric approach and communicate clearly, empathetically, and confidently even in cases of complaints, escalations, or technical problems.

• You enjoy working in a team, proactively share knowledge, and contribute to open, reliable collaboration.

• You have a solution- and process-oriented way of working and a good sense for the quality of written customer communication.

• Ideally, you have already worked with CRM or ticketing systems such as Zendesk, Intercom, or Salesforce; prior tax knowledge is a plus, but not a requirement.

• You are curious, adaptable, and willing to learn new products, processes, and ways of working; initial experience with generative AI is welcome.

Why Taxfix?

• An opportunity to do meaningful, people-focused work with an international team of passionate professionals.

• Holistic well-being with free coaching sessions for mental health and yoga.

• A monthly budget that you can use for an extensive range of services.

• Stock options for all employees – because everyone deserves to benefit from success!

• 30 annual vacation days and flexible working hours.

• Hybrid working and up to six weeks per year from abroad if desired. Simply coordinate with your team and enjoy your trip.

• Many opportunities to socialize as a team – virtually and in person when possible.

• Of course, free tax filing through the Taxfix app – and internal support for all personal tax-related questions.

• A generous training budget to support your personal and professional development, as well as advice from our internal L&D experts.

• Do you have a four-legged friend in your life? We are happy to welcome dogs to our office!

At Taxfix, we don't just accept diversity – we celebrate it. We are proud to champion equal employment opportunities, regardless of gender, religion, age, sexual orientation, color, disability, or origin. We value the individual contribution of each person. Join us!

Sounds Good? Great! We look forward to your application!

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