Customer Support Specialist (Berlin)

Key Skills

Aartificial intelligence, Analytical and Problem solving, Customer Support, DataDog, Effective communication skills, User support and Troubleshooting, Writing

Job Description

We’re growing fast! Spun out of the Stanford AI lab and chaired by Google-X founder Sebastian Thrun, Cresta launched in 2020. Since then, we’ve grown revenue and our team by 300%! We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors and advisors including Andreessen Horowitz, Greylock Partners, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Porsche, Verizon and Mutual of Omaha and we have been recognized as a startup to watch by Business Insider, Forbes, and Gartner to name a few. We have huge ambitions and are looking for stellar candidates who have an entrepreneurial mindset and are excited to use cutting-edge AI to solve real-world business problems.

Our Customer Success team ensures that customers are getting the most value out of Cresta and as a result of our company's growth we are looking to grow our support specialist team. This is a unique opportunity to be the front facing person for Cresta's user base and interact with our users on a daily basis while learning about how AI products work and scale.

If you enjoy problem solving, have great written skills, and are curious about technology in general, we'd love to hear from you.

What you'll do

• Spend 80% of your time interacting with Cresta's users through various communication channels such as Zendesk and email.
• Be responsible for talking to users to understand why they're chatting and what feedback or questions they have.
• Be responsible for triaging and escalating incoming issues/bugs with engineering teams.
• Track and record each bug in the system and provide a detailed description in the ticket.
• Follow-up with customers to ensure customer satisfaction.
• Be actively involved in process improvement efforts including helping with Help Center & FAQ materials.
• Get hands-on experience in a rapid growing startup and get to learn about what goes on behind-the-scenes of AI enterprise software development.
• Have career growth opportunities in other customer facing roles such as implementation or customer success management.

What we're looking for

• Is a fantastic written communicator, not only fluent (and highly proficient) in English but able to communicate in a professional, yet personal and empathetic way.
• Can solve open ended problems and is patient and empathetic towards users when asked with an open ended question (and has the ability to ask questions in return to get to clarity).
• Is highly organized and interested in creating systems that help everyone at the company have context on what our users are saying.
• Has some prior experience in a customer support or service role.
• Be able work full time starting early hours in the Berlin Time Zone with rotating on-call weekends or holidays as our customers need us. Looking for weekday coverage to begin between 5-6am Berlin time.
• Has experience with ticketing software like Zendesk (but not a requirement).Has working technical knowledge of web debugging tools like Chrome Dev Tools.
• Has troubleshooting knowledge and experience on Windows and Mac machines.
• Is familiar with observability tools like Datadog.