(Senior) Customer Support Specialist (f/m/d)

OUR PURPOSE AT PLANCRAFT

Together, build the backbone of European craftsmanship – with modern software and smart AI solutions.
We don't just develop software – we have the mission to create more space for craftspeople and trade businesses by equipping them with a practical SaaS solution that works like they do: fast, efficient, and without unnecessary administrative effort. Supported by smart AI functions precisely where they really help in everyday life. With Tier 1 investors from Europe and the USA like Headline and Creandum, as well as over 30,000 craftspeople as a customer base, we are scaling across Europe to turn individual, scattered businesses into connected and successful communities.
We believe in zero admin, not zero personality – and we develop every feature with people in mind, those who wear safety shoes, not suits. We are eager to shape the future, together as a team, and are down-to-earth in our mission to support the makers of tomorrow.

YOUR MISSION WITH US

As a Customer Support Specialist (f/m/d), you are responsible for providing our customers with fast, accurate, and empathetic support across all channels. You will handle their questions and issues from the first contact to the solution, help craftspeople successfully use plancraft in their daily work, and contribute valuable insights from support to continuously improve our product and customer experience.

Your Responsibilities

• You will manage the entire lifecycle of customer inquiries via email, chat, and phone – from initial classification and analysis to resolution, follow-up, and closure.

• You are the first point of contact for craftspeople with product questions, technical problems, and questions about their workflows.

• You ensure fast and high-quality solutions, manage your backlog independently, and keep an eye on First Response and Resolution Times.

• You take end-to-end responsibility for your cases and collaborate closely with Customer Success, Product, and Engineering as needed.

• You document and categorize cases clearly and understandably, thus providing valuable information for root cause analysis.

• You create and maintain help center articles, macros, and internal playbooks to expand self-service offerings and make our support more scalable.

• You identify recurring problems, UX hurdles, and knowledge gaps early on and translate these insights into concrete suggestions for product and process improvements.

• You help customers successfully use core plancraft workflows, resolve blockers, and communicate best practices clearly and practically.

• You support the further development of our support automations and AI workflows through testing, feedback, and continuous improvement.

• Depending on your experience, you will take on your own specialization topics, such as being a Feature Champion or leading onboarding sessions and webinars.

YOUR PROFILE

Must-haves

• You have a strong customer focus and communicate clearly, professionally, and empathetically – even in challenging conversations.

• You approach problems in a structured and analytical way and find pragmatic solutions.

• You take responsibility for customer concerns and drive them independently to resolution.

• You enjoy working in a team and bring a down-to-earth, cooperative work style.

• You have good technical understanding and are comfortable using digital tools and software.

• German language skills at C1/C2 level and English language skills at at least B2 level.

Nice-to-haves

• You have initial experience in Customer Service, Customer Support, or Customer Success.

• You have experience with craft businesses or are familiar with their working day and typical workflows.

• You have already worked with tools such as Intercom, HubSpot, Slack, Google Workspace, or Stripe.

• You possess additional language skills in Spanish, Italian, Polish, or Dutch.

WHY PLANCRAFT?

• Team Spirit: With passion, commitment, and genuine enthusiasm, we do everything we can to achieve our mission together. We celebrate Team Spirit regularly: with 3 major team events per year, 2 relaxed monthly formats at our HQ, and a strong recognition culture where we make small and big successes visible and celebrate them together.

• Ownership: With us, you take responsibility from day one. In an environment with flat hierarchies and high trust, you can truly make a difference.

• Development: We invest specifically in your development – through a strong feedback culture, a personal learning budget, and enablement formats. We want to support you in the best possible way so that you can reach your full potential.

• AI Enablement: Our internal tools and workflows are designed to be AI-powered from the ground up. We support every team and every individual in using AI in their daily work at the next level – including your own Claude license, of course.

• Tech & Tooling: You will receive modern hardware such as a MacBook and high-quality over-ear headphones, as well as all the tools you need for your daily work.

• Rest: 30 days of vacation, December 24th off, a subsidy for the Urban Sports Club, and internal sports meetups help you to switch off.

• Mobility: You can get a JobRad or use a subsidized Deutschlandticket or BahnCard.

• International Environment: We are constantly becoming more international with colleagues in countries including Italy, France, the Netherlands, and Austria – and we communicate internally in English.

We’re #stoked to shape the future, #together as a team, and #humble in our mission to support the builders of tomorrow. For a first impression of us, take a look at our Instagram and LinkedIn page.

Diversity makes us better.
We welcome people of all backgrounds, identities, abilities, and experiences, and we believe that different perspectives lead to better ideas, stronger products, and a healthier workplace. If you’re excited about our mission but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway. You might be exactly who we’re looking for.

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On the application process
We want your candidate experience with us to be smooth, transparent, and enjoyable. We aim to get back to you regarding your application within 5 business days. Our interview process typically takes about 4 weeks from start to finish, though this may vary by role. You can learn more about our process here. If you need adjustments or flexibility at any stage, please don’t hesitate to let us know — we’ll do our best to make it work for you.

Note on creating a test account:
If you would like to create a test account as part of the challenge, please enter "Applicant" in the relevant field during registration and select "Other" under Trade. This ensures that our sales team does not mistakenly register you as a craft business and reach out to you unnecessarily.

Compensation: €47.5K – €57.5K

• • €47.5K – €57.5K

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