Customer Support Specialist (m/f/d)

dokSAFE GmbH is a Leipzig-based software company specializing in the development of the SaaS solution Actaport. Together, we are working to revolutionize the world of work in law firms with our legal software.

Do you love not just helping customers, but truly advancing them — from their first question to independent use? Then we are looking for exactly YOU! As a Customer Support Specialist (m/f/d), you are the first point of contact for our law firm clients. You will guide them through onboarding, conduct training, resolve support requests, and build long-term customer relationships. At the same time, you will actively contribute to scaling our services — through self-service offerings, knowledge bases, and, in the future, AI-powered processes.

Responsibilities

• You will handle 1st and 2nd level support, processing customer inquiries via email, chat, and in individually scheduled support appointments — empathetically, reliably, and solution-oriented.
• You will conduct training sessions and guide customers through their individual onboarding into ACTAPORT.
• You will be responsible for technical setups, configurations, and template services, providing advice and support for using the ACTAPORT API, and advising our customers on implementing processes both in ACTAPORT and in third-party tools.
• You are the voice of our customers, gathering their suggestions for optimization and providing internal feedback on areas for improvement.
• You will support the expansion of our self-service offerings and internal and external knowledge bases.
• You will participate in the future development of AI and messaging-based support processes and help make our services scalable.

Qualifications

• You have two years of experience in technical support, customer success, or a comparable role with a corresponding technical educational background.
• You are characterized by your technical knowledge, a consistently customer- and solution-oriented approach, and your reliability. You are well-organized, independent, and have excellent time management skills.
• You have experience with CRM applications and ticketing systems and are open to new technologies and AI-supported tools.
• Your very good German language skills (C-level) and your strong communication skills (both verbal and written) enable you to interact empathetically with our customers and, of course, your colleagues.

Benefits

• Here, you can expect flexible working hours, taking into account our support hours from Monday to Friday, 9 AM to 5 PM.
• We live a hybrid work model, and working from home is also possible with us.
• In addition to 30 days of vacation, you will receive very good compensation and additional financial benefits (childcare subsidy, tax-free benefit as a Deutschlandticket or a €50 voucher).
• We equip you with modern work equipment and a contemporary workplace. You decide for yourself whether you work with Mac or Windows.
• As a company, we live modern collaboration. Intuitive and time-saving tools are firmly integrated into our daily lives.
• Experienced team players will welcome you in a motivated team. After your thorough onboarding, you will work independently within this team.
• You can expect diverse opportunities for your personal and professional development, as well as an optional company pension plan.

Become part of our team and revolutionize the world of work in law firms with us. Shape your future at dokSAFE GmbH and apply now – we look forward to hearing from you!

Find Jobs in Germany on Arbeitnow