Customer Support Specialist (m/f/d) – SaaS & Digital Products

About Cannaleo Digital

We are one of the leading software providers in the medical cannabis sector. Over 400 pharmacies already use our solutions, and more than 3 million orders have been processed through our systems. We develop digital products for pharmacies, doctors, wholesalers, and other partners, thereby shaping the digital future of medical cannabis supply.

Your Role

Do you want to do more than just solve tickets? Do you enjoy understanding technical problems, finding solutions, and co-developing digital products?

As a Customer Support Specialist (m/f/d) at Cannaleo, you are the interface between our customers, product, and development teams. You support pharmacies in using our SaaS platform, analyze problems, and contribute your own ideas for improving our processes and products.

A lot is changing here: every few weeks there are new features, releases, or technical adjustments. That's why we're looking for people who like to think along, take responsibility, and remain solution-oriented even when facing changes.

Your Tasks

• Customer Support: Support for our pharmacies with technical and application-related questions – via ticket, email, phone, and occasionally video calls

• Troubleshooting: Analyze problems, narrow down errors, and structure relevant information

• Develop Solutions: Not just passing on problems, but ideally bringing your own solution approach

• Improve Processes: Identify recurring problems, develop suggestions for improvement, and support their implementation

• Documentation: Create and develop internal documentation, workflows, and standards

• Collaboration: Close coordination with product, development, and other teams

• Product Proximity: Accompany new features and releases and, over time, take responsibility for product areas or product categories

What's important to us in you

• Ownership: You take responsibility and don't wait for the next instruction

• Thinking Along: You question processes and contribute your own ideas for improvement

• Resilience: You remain calm and solution-oriented even with high volume, bugs, or short-term changes

• Willingness to Learn: You enjoy understanding new systems, products, and technical contexts

• Team Spirit: You enjoy working with different people and teams

• Communication Skills: You can explain complex topics understandably, empathetically, and professionally

• Independence: You work independently but also know when you need support

• Problem Solving: You want to understand why something isn't working – not just fix the symptom

What you bring with you

• Experience in customer support, ideally for SaaS, digital platforms, or products that require explanation

• Confident use of digital tools such as Excel/Google Sheets and ticketing systems (e.g., Zoho Desk, Zendesk)

• Basic technical understanding; experience with CMS, databases, or SQL is a plus

• Good analytical and structured working method

• Very good German language skills, both written and spoken

• English skills are a plus

• Even more important than perfect prior knowledge: You are curious, learn quickly, and are eager to delve into new topics.

What we offer you

• Innovative Environment: We develop software solutions that advance the digital healthcare and cannabis industry.

• Diverse Projects: Varied tasks, exciting challenges, and plenty of scope for design instead of routine.

• Flat Hierarchies: Open communication, short decision-making paths, and collaboration at eye level.

• 30 Days Vacation: For your recovery and new energy.

• Corporate Benefits: Exclusive discounts with numerous partners.

• Flexible Working Hours: Design your working hours flexibly and in a way that suits your daily life.

• Feedback & Development: Regular conversations and concrete opportunities for your personal and professional development.

• Structured People Onboarding: A personal and well-organized start with clear processes and designated contacts.

• Responsibility & Scope for Design: Take on responsibility and actively contribute your ideas.

• Digital Healthcare Solutions: Co-create innovative products and solutions for the healthcare industry with us.

Why Cannaleo?

At Cannaleo, you work in an environment where you can make a difference. You take responsibility for key projects and contribute directly to making medical cannabis accessible to more people. Are you excited about a growing company and want to drive complex projects with structure and ownership? Then apply to us.

Then we look forward to your application!

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