Customer Care Specialist

Customer Care Specialist – German speaker

As part of our growth, we are creating a new position for a Customer Care Specialist to strengthen our day-to-day support for clients. You will play a key role in ensuring customer satisfaction, from their first steps on our platform to their regular use of our solutions, in close collaboration with our CSM and project teams.

Main Responsibilities

Client Onboarding and Training:

• Support new clients in the integration of Equadis solutions.
• Lead training sessions to facilitate adoption of the tools.
• Contribute to the updating of help materials and tutorials.
• Act as a responsive point of contact during onboarding to answer initial questions.

Ongoing Support and Assistance:

• Assist clients with their daily use of the platform.
• Respond to incoming client requests (Level 1) via the ticketing system, email, or phone.
• Help users with day-to-day usage and resolve common issues.
• Escalate complex cases to the appropriate teams (CSM, technical, etc.).
• Ensure smooth, well-documented follow-up for every interaction.

Analysis and Continuous Improvement:

• Share recurring client feedback with the relevant teams (CSM, Project, etc.).
• Take part in improving internal support materials and processes to streamline the customer experience.
• Contribute ideas to simplify communication or enhance team efficiency.

Internal Collaboration:

• Work closely with CSMs, project teams, and technical support.
• Be actively involved in the Customer Care team’s development and collective learning.
• Collaborate with internal teams to create content tailored to specific client needs (Help Center, FAQs, etc.).

Profile

• You are fluent in French, English, and German (proficiency in all three languages is essential).
• You enjoy helping others, solving problems, and providing clarity.
• Previous experience in customer support, training, or client relations in a SaaS environment is a plus.

Ce que nous offrons

• A permanent contract (CDI) with one day of remote work per week after the probation period.
• An annual bonus.
• An international and multicultural environment.
• A pleasant work setting combining daily collaboration and a friendly atmosphere.
• The opportunity to join an innovative company at the cutting edge of technology.

Equadis, who are we?

International and multi-market expert in data management solutions for manufacturers and retailers, both for physical products and for e-commerce.

Equadis is a dynamic, customer-focused company with over 70 employees, half of whom are dedicated to research and development. Already established in more than six countries (Switzerland, Lebanon, Slovakia, France, Italy and Portugal), Equadis continues to grow exponentially and plans to expand to several European countries and North America.

Our mission

Enable our customers, more than 14,000 brands and retailers, to collect, centralise, exploit, enrich and distribute all their product data to their external and internal recipients, anywhere in the world, simply, quickly and securely. As the owner of our technology, our SaaS solutions are recognised and certified worldwide.

Thanks to Equadis’ Product Information Management (PIM) solution, our customers gain in productivity and peace of mind.

Our clients: Local and international companies in the food, cosmetics, medical, toy, high-tech, automotive and luxury markets. Examples of brands and distributors who trust us: Unilever, Danone, P&G, Sephora, Ferrero, Chanel, LVMH, Nestlé, Pepsico etc…

Embark on an exciting journey with us!

Apply now