Senior SaaS Support Specialist (m/f/d)
With our Purple publishing platform, we help magazine and news publishers succeed by combining rock-solid in-house development, creative use of AI and data applications with proven best-of-breed solutions. Our offering includes a headless CMS based on Gutenberg Editor, a modular, state-of-the-art news app and website framework, and a suite of AI-powered newsroom automation and audience development tools.
Together we want to further accelerate our growth - for this we need your support now!
We are looking for a Senior Technical Support Specialist (m/f/d) who will contribute with know-how and passion to make our customers even more successful with our publishing platform Purple.
As a Senior Support Specialist (m/f/d) in the Customer Operations team, part of the Customer Success department, you will play a key role in ensuring first-class customer service and technical support.
Your main tasks include:
- You are the primary point of contact for support and feature requests from our Purple customers and act as an escalation point for difficult technical issues.
- You support our customers in solving complex technical problems and application issues, both with our Purple Tools and with connected third-party and peripheral systems.
- You develop and implement support strategies to improve customer satisfaction and long-term customer loyalty.
- You will manage and support customer-specific projects, including the planning and execution of technical implementations and upgrades.
- You advise our customers at a strategic level on adaptation requests and identify optimization potential for both our products and the integrated systems.
- You will work closely with the development team and external partners to drive product improvements based on customer feedback.
- You proactively identify customer needs and help them to become even more successful with Purple.
- You ensure the transfer of knowledge and the continuous optimization of our support processes and develop new support strategies.
- You are responsible for customer onboarding and ensure that our customers become Purple experts.
What you bring with you:
- A technical degree or comparable vocational training.
- Several years of experience in customer support in the SaaS B2B business, ideally in the publishing industry
- Proven success in a senior position
- Sound knowledge of web technologies (HTML, vanilla JavaScript, CSS)
- Practical experience with APIs, ideally with Catalog APIs and GraphQL
- Experience with CMS systems, ideally Wordpress, and integration of third-party systems.
- You are a problem solver and love to help customers achieve their goals.
- You are open, helpful and enjoy communicating with people.
- Excellent written and verbal communication skills in German and English.
- Your world is digital.
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