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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong communication skills in both German and English, with a technical understanding of apps and sensors. Proven ability to manage customer onboarding processes and follow up independently to ensure customer satisfaction.
Highest-signal resume keywords
Excellent Communication SkillsCustomer Onboarding ExperienceTechnical Understanding of Apps and SensorsExperience in Customer Service or Customer SuccessFamiliarity with Zendesk or Similar Ticketing System
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer OnboardingTechnical Understanding of AppsTechnical Understanding of SensorsExperience with Smart-Home ProductsExperience in Plumbing ServicesExperience in Installation ServicesExperience with Insurance ClaimsSaaS ExperienceVideo Call CommunicationPhone Communication
Soft Skills
InitiativeAdaptabilityCustomer InteractionProblem-SolvingTeam Collaboration
Tools & Technologies
ZendeskTicketing System
Industry Keywords
Customer ServiceCustomer SuccessTech StartupWater Risk ManagementCustomer Feedback
About the role
Key responsibilities & impact- Guide customers through onboarding by phone and video call—from placing the order and installing the sensor to setting up the app
- Proactively call customers who do not respond to emails, whose sensor is offline, or for whom a next step is outstanding
- Manage your own cases and follow-ups independently
- Send follow-up emails after conversations when needed and manage cases through to resolution
- Explain calmly and clearly what happens next when water alerts are triggered
- Work closely with Water Risk Managers and insurance partners
- Explain technical and process-related matters clearly to a wide range of customers
- Share customer feedback with the team and actively help shape Customer Service
- Spend approximately 70–80% of the working day in direct conversations with customers
Requirements
What you’ll need- Excellent communication skills: confident, accurate, and idiomatic German, both spoken and written
- Enjoy speaking on the phone and interacting with customers daily
- Technical understanding of apps, sensors, and related technologies
- Initiative and the ability to follow up independently on outstanding cases
- A startup mindset and the ability to adapt to changing processes
- Good command of English
- At least 2 years of experience in Customer Service or Customer Success, including daily phone or video calls
- Experience in a SaaS or tech startup is preferred
- Experience in Customer Onboarding is a plus
- Experience with insurance, claims, or smart-home products is a plus
- Experience in plumbing or installation services is a plus
- Experience with Zendesk or a similar ticketing system is a plus
Benefits
Comp & perks- Permanent employment contract
- 28 days of annual leave
- Hybrid working: ideally 1–2 days per week in the Heidelberg office; remote work is possible for the right candidate
- Clearly defined working hours, generally 9:00 a.m.–6:00 p.m.
- Opportunity to shape processes and have a direct impact on Customer Service
- Growth and development opportunities in a startup environment
- Small, close-knit team with direct collaboration with the founders