Description Do you want to revolutionize the world of ad tracking with us? Welcome to Tracify! We are an up-and-coming start-up in the field of e-commerce and lead generation, consisting of about 25 curious and motivated minds. We are now looking for a Customer Success Agent who will ensure that our customers receive excellent support and maximize value from Tracify. In this role, you will handle support requests, maintain our Helpcenter, and act as the first point of contact for questions. If you are ready to take on this exciting challenge and play a key role in shaping our customers' success, we look forward to receiving your application! Your responsibilities Independently manage 1st level non-technical support requests, ensuring SLA compliance and a consistently positive customer experience Own the Helpcenter: drive adoption, keep it up to date, and reduce support requests while boosting product adoption Act as an Escalation Gateway: identify and translate support cases, brief stakeholders clearly, and ensure customers remain satisfied even in challenging situations Continuously improve support processes and team performance – working smarter and better every day Collaborate closely with your colleagues and keep on developing yourself and your surrounding Your qualifications Must Haves: Strong communication skills: ability to structure and clearly translate between requirements and solutions High customer-centric mindset and empathy: you understand how to “read” customers and can guide them empathetically through the process Proactive, entrepreneurial, and solution-oriented working style Ability to transfer existing knowledge into new cases Fluency in English and German Nice to have: Experience with CRM systems and data-driven workflows Familiarity with tracking, attribution or BI-Systems Experience in Performance Marketing Experience in Ecommerce Exposure to website and/or shop integrations Ability to thrive in fast-paced, dynamic and startup-like environments Perks of working at Tracify Innovative environment: Work in an agile startup with flat hierarchies and plenty of room for your ideas Impact: Take ownership from day one and directly shape the future of Tracify with your work. Team spirit: A motivated and supportive team that values collaboration and open communication. Development opportunities: Grow with us and become an onboarding & customer success expert. Flexibility: Hybrid setup with flexible working hours – enjoy the comfort of remote work and the collaboration in our Munich office Free choice of equipment: Choose your preferred setup (Mac/Windows) – also for private use About us OUR PRODUCT We have developed an innovative AI software solution that can track the user behavior of your advertisements. We do not only help marketing departments to use KPIs that they can check with our data. Retailers also use our software to generate more revenue with data-driven decisions. E-commerce companies can fully understand the customer journey of their customers and the source of their online sales through us. Our tracking solution works across devices and platforms, and it's 100% GDPR compliant. How we manage to do that? Through our AI tracking algorithm, real-time reporting, and data-driven attribution. WHO WE ARE SEARCHING FOR We encourage free thinker s and innovators to contribute their ideas and individuality. We want to make sure that the talents we hire fit our team and our mission. Therefore, we are looking for people who prefer direct communication and dare to speak their minds. We are looking for absolute team players who have the desire to achieve great things together. And we are looking for people who are ready for a high learning curve, always curious, and highly motivated.