Customer Support Specialist (m/f/d)

Usercentrics is a global leader in data privacy and privacy-led marketing solutions. We believe there is no need for a trade-off between growth and privacy compliance. Our vision is to unlock the potential of data privacy to empower a thriving digital ecosystem. We work with companies to create a healthy balance between data-driven business and privacy-led marketing for every size of enterprise. Our customers build trust with their users through improved transparency and control to drastically improve marketing and monetization, while achieving full privacy compliance.
We are looking for a motivated Customer Support Specialist to join our Customer Support Team, who is dedicated to providing exceptional assistance to our clients whenever they need us. By offering fast and reliable support through our ticketing system and email, we ensure that customers receive the best solutions on their path to compliance. We thrive under tight deadlines and high expectations while maintaining a fun and engaging work environment. Each team member is valued for their unique skills and personality, and with a strong emphasis on teamwork, we go above and beyond for our customers while supporting one another to foster a positive workplace culture. No worries – it’s not a call center job!

• Serve as the primary point of contact for our Self-Service (B2B) clients via Zendesk, ensuring prompt and effective support.
• Help customers navigate the platform by assisting them in finding the right information, guide the customer setting up their own account, and maximizing their experience.
• Collaborate with Customer Success Managers, Tech Support, and Product teams to share insights and drive continuous improvements.
• Enhance our knowledge base and FAQs by creating valuable self-help resources to improve customer autonomy.
• Contribute to optimizing cross-functional processes—your ideas and input will help shape the way we work.
• Gather and translate customer feedback into actionable feature requests to refine and enhance our solution.
• Be in close contact with the finance department, address billing discrepancies and resolve customer inquiries regarding charges and invoices.

• 2+ years in customer support, customer success, or a similar customer facing role, preferably in a B2B SaaS software environment.
• Strong communication skills, excellent English both written and spoken; experience in copywriting, advertising or content marketing is a plus.
• Experience in creating self-help resources, FAQs, or knowledge base content is a plus.
• Excellent problem-solving skills with a strong ability to assist customers in navigating our platform and answering their questions.
• Committed to providing outstanding customer experiences with a customer-first approach, always ready to help and find solutions.
• Proficiency in support ticketing systems (e.g., Zendesk) and CRM tools (e.g., Salesforce) is a plus.
• Strong organizational skills and attention to detail.
• Comfortable managing multiple priorities in a fast-paced environment.

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification.

Location

Hybrid in Prague (minimum of 2 days a week from the office)

At Usercentrics we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Why join Usercentrics?