(Senior) Customer Support Specialist

OUR PURPOSE AT PLANCRAFT

Building the backbone of European craftsmanship together, with modern software and smart AI solutions.
We don't simply develop software. Our mission is to give craftspeople and craft businesses more room by equipping them with a practical SaaS solution that works the way they do: fast, efficient and without unnecessary admin effort. Supported by smart AI features exactly where they really help in everyday work. With Tier 1 investors from Europe and the USA such as Headline and Creandum, and over 30,000 craftspeople as our 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 the people in mind who wear safety shoes, not suits. We're keen to shape the future, together as a team, and we're down-to-earth in our mission to support the makers of tomorrow.

YOUR MISSION WITH US

As a Customer Support Specialist, you are responsible for providing our customers with fast, precise and empathetic support across all channels. You take on their questions and problems from first contact through to resolution, help craftspeople use plancraft successfully in their working day, and bring valuable insights from support to continuously improve our product and the customer experience.

Your responsibilities

• You take on the entire lifecycle of customer enquiries across email, chat and phone, from initial classification and analysis through 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, 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, where needed, work closely with Customer Success, Product and Engineering.

• You document and categorise cases cleanly and traceably, providing valuable information for root cause analyses.

• You create and maintain Help Center articles, macros and internal playbooks to expand self-service options and make our support more scalable.

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

• You help customers use key plancraft workflows successfully, resolve blockers and convey 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 take on your own specialist topics, for example as a Feature Champion or in onboarding sessions and webinars.

YOUR PROFILE

Must-haves

• You have a strong customer focus and communicate clearly, professionally and empathetically, including 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 way of working.

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

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

Nice-to-haves

• You have some initial experience in customer service, customer support or customer success.

• You have experience with craft businesses or know their everyday work and typical workflows.

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

• You have 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 regularly celebrate team spirit with 3 large team events a year, 2 monthly relaxed formats at our HQ and a strong recognition culture, in which we make small and large successes visible and celebrate them together.

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

• Development: We invest in your development in a targeted way, through a strong feedback culture, a personal learning budget and enablement formats. We want to support you as well as possible so that you can develop your full potential.

• AI Enablement: Our internal tools and workflows are designed from the ground up to be AI-supported. We support every team and every individual in taking AI in their working day to the next level, including a personal Claude licence, of course.

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

• Recovery: 30 days of holiday, 24 December off, a subsidy towards Urban Sports Club and internal sport meetups help you switch off.

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

• International environment: We are becoming increasingly international, with colleagues among others in 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.