📍 Job Overview

Job Title: Customer Support Specialist (m/w/d) - SaaS & digitale Produkte
Company: Cannaleo Digital GmbH
Location: Germany (Remote)
Job Type: Full-Time
Category: Customer Support & Success
Date Posted: 2025-08-01
Experience Level: Mid-Level (2-5 years)
Remote Status: Remote OK

🚀 Role Summary

Key Responsibilities: Provide technical support for a SaaS platform, analyze and document technical issues, collaborate with the development team to find solutions, and contribute to the improvement of support processes.
Key Skills: Experience in digital customer support, strong communication skills, technical problem-solving, and proficiency in tools like Excel and ticket systems.

📝 Enhancement Note: This role requires a balance of technical and communication skills, making it an excellent fit for candidates with a background in digital customer support or similar roles.

💻 Primary Responsibilities

Support for SaaS Platform: Assist customers with technical and application-related questions via various channels, such as ticket system, phone, email, or video calls.
Process and Data Management: Maintain and verify essential data for processes like product search, ordering, or billing to ensure stable and error-free workflows.
Troubleshooting and Issue Resolution: Analyze technical problems, document them systematically, and collaborate with the development team to find quick and sustainable solutions.
Documentation and Knowledge Base: Create and maintain internal documentation, helping to establish standardized workflows and improve support processes.
Initiative and Growth: Contribute to the development of new digital features, product areas, or internal support initiatives, with the opportunity to take on more responsibility over time.

📝 Enhancement Note: This role offers a high degree of initiative and growth potential, allowing candidates to shape the support processes and contribute to the product's development.

🎓 Skills & Qualifications

Education: Relevant education or training in customer support, IT, or a related field. A degree is not always required, but relevant experience is essential.

Experience: Proven experience in digital customer support, preferably with SaaS products or digital platforms. Familiarity with ticket systems and project management tools is a plus.

Required Skills:

Experience in digital customer support
Strong communication skills, both written and verbal
Technical problem-solving skills and a basic understanding of technical concepts
Proficiency in tools like Excel/Microsoft Sheets, ticket systems (e.g., Zoho Desk, Zendesk), and project management tools (e.g., Jira, Asana)
Empathy and professionalism when dealing with customers
Fluent in German; English is a plus

Preferred Skills:

Experience with CMS, databases, or SQL
Familiarity with medical cannabis or healthcare industry
Knowledge of Agile methodologies

📝 Enhancement Note: While not strictly required, experience with medical cannabis or healthcare industry-specific knowledge can be beneficial in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Support Cases: Document and present successful customer support cases, highlighting problem-solving skills, communication, and collaboration with the development team.
Process Improvement: Describe and showcase initiatives that improved support processes, data management, or customer satisfaction.
Technical Documentation: Demonstrate your ability to create and maintain clear, concise, and well-structured internal documentation.

Technical Documentation:

Troubleshooting Guides: Provide examples of troubleshooting guides or step-by-step instructions you've created to help resolve common issues.
Support Process Documentation: Showcase documentation that outlines support processes, workflows, or standard operating procedures.
Knowledge Base Articles: Include examples of knowledge base articles or FAQs you've written to help customers and support team members.

📝 Enhancement Note: A well-structured portfolio demonstrating problem-solving skills, process improvement, and clear communication will be particularly valuable for this role.

💵 Compensation & Benefits

Salary Range: €35,000 - €45,000 per year (gross), depending on experience and qualifications. This estimate is based on market research for mid-level customer support roles in the German SaaS industry.

Benefits:

Meaning & Innovation: Work in a dynamic company that is digitalizing and simplifying medical cannabis distribution in Germany.
Remote-First Culture: Flexible and location-independent work, with team offsites on events and digital team spirit.
Further Development: Actively shape the development of the software, access internal training, and participate in regular knowledge exchange within the team.
Flat Hierarchies: Open communication and collaboration on an equal footing, with your ideas welcome.
Modern Working Methods: A tech stack and a team that embraces change.

Working Hours: Full-time (40 hours/week) with flexible working hours and the possibility to work remotely.

📝 Enhancement Note: The salary range is an estimate based on market research for mid-level customer support roles in the German SaaS industry. The actual salary may vary depending on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Cannaleo Digital GmbH operates in the medical cannabis industry, focusing on digitalizing and simplifying the medical cannabis supply chain in Germany.

Company Size: As a growing startup, Cannaleo Digital GmbH offers a dynamic and agile work environment with flat hierarchies and ample opportunities for growth and initiative.

Founded: 2018

Team Structure:

A remote-first, cross-functional team consisting of various departments, including customer support, product development, marketing, and sales.
A flat hierarchy with open communication and collaboration, fostering an environment where everyone's ideas are valued.

Development Methodology:

Agile/Scrum methodologies for product development, with regular sprint planning and collaboration between teams.
Code review, testing, and quality assurance practices to ensure high-quality software.
Continuous integration and deployment (CI/CD) pipelines to automate deployment and ensure consistent software delivery.

Company Website: Cannaleo Digital GmbH

📝 Enhancement Note: Cannaleo Digital GmbH's focus on digitalizing the medical cannabis industry offers a unique opportunity for candidates interested in the healthcare sector and emerging technologies.

📈 Career & Growth Analysis

Customer Support Specialist Career Level: This role is well-suited for mid-level customer support professionals with 2-5 years of experience in digital customer support, preferably with SaaS products or digital platforms. The role offers ample opportunities for growth and initiative, with the potential to take on more responsibility over time.

Reporting Structure: The Customer Support Specialist will report directly to the Head of Customer Support and collaborate closely with the product development team to resolve technical issues and improve support processes.

Technical Impact: This role has a direct impact on the user experience and customer satisfaction with the SaaS platform. By providing excellent support and contributing to the improvement of support processes, the Customer Support Specialist plays a crucial role in the platform's success.

Growth Opportunities:

Technical Leadership: With experience and proven performance, there is potential for growth into a technical leadership role, overseeing a team of customer support specialists and driving the development of support processes.
Product Development: Contribute to the development of new digital features or product areas, with the opportunity to take on more responsibility and shape the platform's future.
Internal Support Initiatives: Lead the development of new internal support initiatives, improving the overall customer experience and support process efficiency.

📝 Enhancement Note: This role offers significant growth potential, allowing candidates to develop their technical and leadership skills while contributing to the platform's success.

🌐 Work Environment

Office Type: Remote-first, with occasional team offsites on events and digital team spirit.

Office Location(s): Germany (remote)

Workspace Context:

Remote Work: A flexible and remote-friendly work environment, allowing for better work-life balance and the ability to work from anywhere in Germany.
Collaboration Tools: Utilize collaboration tools like Slack, Microsoft Teams, or Google Workspace for communication and project management.
Team Interaction: Regular team meetings, workshops, and knowledge exchange sessions to foster collaboration and maintain a strong team culture.

Work Schedule: Full-time (40 hours/week) with flexible working hours and the possibility to work remotely.

📝 Enhancement Note: The remote-first work environment at Cannaleo Digital GmbH offers candidates the flexibility to balance their work and personal lives while collaborating with a dynamic and agile team.

📄 Application & Technical Interview Process

Interview Process:

Initial Screening: A brief phone or video call to discuss your background, experience, and motivation for the role.
Technical Assessment: A practical exercise or case study to evaluate your problem-solving skills, communication, and technical understanding.
Behavioral Interview: A structured interview focusing on your past experiences, achievements, and how you handle specific situations.
Final Decision: A final decision based on your performance throughout the interview process and your fit with the team and company culture.

Portfolio Review Tips:

Case Studies: Prepare detailed case studies demonstrating your problem-solving skills, process improvement, and customer support achievements.
Documentation: Showcase your ability to create clear, concise, and well-structured internal documentation, troubleshooting guides, and knowledge base articles.
Customer Support Philosophy: Articulate your approach to customer support, emphasizing empathy, professionalism, and a customer-centric mindset.

Technical Challenge Preparation:

Problem-Solving: Brush up on your problem-solving skills and be prepared to discuss your approach to troubleshooting technical issues.
Communication: Practice explaining technical concepts clearly and concisely, ensuring you can communicate effectively with both technical and non-technical stakeholders.
Collaboration: Prepare examples of successful collaboration with development teams, highlighting your ability to work effectively with cross-functional teams.

ATS Keywords: (Organized by category)

Customer Support: Customer Support, Technical Support, Digital Customer Support, SaaS Support, Customer Service, Customer Success
Tools: Excel, Microsoft Sheets, Ticket Systems (Zoho Desk, Zendesk), Project Management Tools (Jira, Asana), CMS, Databases, SQL
Soft Skills: Communication, Problem-Solving, Empathy, Professionalism, Teamwork, Collaboration, Initiative, Growth Mindset
Industry Terms: Medical Cannabis, Healthcare Industry, SaaS, Digital Transformation, Customer Experience, Support Process Improvement

📝 Enhancement Note: Familiarize yourself with Cannaleo Digital GmbH's industry, products, and company culture to demonstrate your understanding and enthusiasm for the role during the interview process.

🛠 Technology Stack & Web Infrastructure

Support Tools:

Ticket Systems: Zoho Desk, Zendesk, or similar platforms for managing customer support tickets and tracking issues.
Project Management Tools: Jira, Asana, or similar platforms for project management, collaboration, and workflow tracking.
Office Suite: Microsoft Office or Google Workspace for document creation, editing, and collaboration.

Company Infrastructure:

Cloud-Based Platform: Cannaleo's cloud-based SaaS platform for medical cannabis prescription and distribution, built on modern web technologies.
Database: Relational database management system (RDBMS) for storing and managing customer, product, and prescription data.
Server Infrastructure: Cloud-based server infrastructure, such as AWS, Google Cloud, or Microsoft Azure, to host and manage the SaaS platform.

📝 Enhancement Note: While specific technology stack details may not be explicitly stated, familiarity with modern web technologies, cloud-based platforms, and relevant support tools will be beneficial for this role.

👥 Team Culture & Values

Customer Support Values:

Empathy: Put yourself in the customer's shoes to understand their needs and provide tailored, empathetic support.
Professionalism: Maintain a high standard of professionalism in all customer interactions, ensuring clear, concise, and polite communication.
Continuous Learning: Stay up-to-date with the latest trends and best practices in customer support, and be open to feedback and improvement.
Collaboration: Work closely with the development team to resolve technical issues, improve support processes, and enhance the overall customer experience.

Collaboration Style:

Cross-Functional Integration: Collaborate with various departments, including product development, marketing, and sales, to ensure customer feedback is incorporated into the platform's development and improvement.
Code Review Culture: Participate in code reviews and provide feedback on technical documentation to ensure high-quality software and support processes.
Knowledge Sharing: Share your expertise and learn from your colleagues through regular workshops, knowledge exchange sessions, and team meetings.

📝 Enhancement Note: Cannaleo Digital GmbH's customer-centric and collaborative culture fosters an environment where everyone's ideas are valued, and team members are encouraged to contribute to the platform's success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Platform Complexity: Navigate the complexities of a cloud-based SaaS platform, understanding its architecture, data flows, and user interactions.
Technical Troubleshooting: Diagnose and resolve technical issues, often working with the development team to identify root causes and implement solutions.
User Experience: Understand and address user experience challenges, contributing to the improvement of the platform's usability and accessibility.
Emerging Technologies: Stay up-to-date with emerging technologies in the medical cannabis and digital healthcare industries, and explore their potential integration into the platform.

Learning & Development Opportunities:

Technical Skill Development: Enhance your technical skills by working with the development team, attending relevant workshops, and participating in online learning platforms.
Conference Attendance: Attend industry conferences, webinars, and workshops to stay informed about the latest trends and best practices in customer support and digital healthcare.
Mentorship & Leadership: Seek mentorship opportunities within the team and contribute to the development of junior team members, with the potential to take on a leadership role over time.

📝 Enhancement Note: By embracing challenges and seeking growth opportunities, candidates can develop their skills, advance their careers, and make a significant impact on Cannaleo Digital GmbH's success.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Prepare for scenarios that test your problem-solving skills, communication, and technical understanding, such as:
- A customer is having trouble logging into the platform. Walk us through your troubleshooting process.
- A user reports a bug in the platform. How would you document and prioritize this issue?
Process Improvement: Be ready to discuss your approach to improving support processes, data management, and customer satisfaction, such as:
- Describe a time when you identified and implemented a process improvement in a customer support role.
- How do you ensure the quality and consistency of customer support across different channels and team members?

Company & Culture Questions:

Company Knowledge: Demonstrate your understanding of Cannaleo Digital GmbH's industry, products, and company culture by:
- Researching the medical cannabis industry and its digital transformation.
- Familiarizing yourself with Cannaleo Digital GmbH's products and services.
- Preparing questions about the company's growth, expansion plans, or internal initiatives.
Team Fit: Articulate your fit with Cannaleo Digital GmbH's remote-first, collaborative, and customer-centric culture by:
- Describing your experience working remotely and collaborating with distributed teams.
- Sharing examples of your customer-centric approach to problem-solving and support.
- Discussing your ability to thrive in a dynamic, agile work environment.

Portfolio Presentation Strategy:

Case Studies: Present detailed case studies demonstrating your problem-solving skills, process improvement, and customer support achievements, highlighting your unique approach and the impact you made.
Documentation: Showcase your ability to create clear, concise, and well-structured internal documentation, troubleshooting guides, and knowledge base articles, emphasizing your attention to detail and commitment to quality.
Customer Support Philosophy: Articulate your approach to customer support, emphasizing your empathy, professionalism, and customer-centric mindset, and how you've applied these principles in previous roles.

📝 Enhancement Note: Thoroughly prepare for the interview by researching Cannaleo Digital GmbH, practicing your responses to technical and behavioral questions, and tailoring your portfolio to highlight your unique skills and achievements.

📌 Application Steps

To apply for the Customer Support Specialist (m/w/d) - SaaS & digitale Produkte position at Cannaleo Digital GmbH:

Update Your Resume: Tailor your resume to highlight your relevant experience in digital customer support, technical problem-solving, and process improvement.
Prepare Your Portfolio: Curate a portfolio showcasing your problem-solving skills, process improvement initiatives, and customer support achievements, with a focus on clear communication and attention to detail.
Research the Company: Thoroughly research Cannaleo Digital GmbH, its products, and company culture to demonstrate your understanding and enthusiasm for the role.
Submit Your Application: Apply through the provided link, including your resume, a cover letter, and your portfolio.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do NOT include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles, emphasizing communication, problem-solving, and process improvement skills.
Include customer support methodologies, ticket systems, and customer relationship management (CRM) tools.
Address customer support career progression, team dynamics, and customer-centric culture.
Highlight the importance of empathy, professionalism, and continuous learning in customer support roles.

Quality Standards:

Ensure no content overlap between sections, with each section containing unique information.
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture.
Be comprehensive yet concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support and relevant keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

Include specific customer support tools, ticket systems, and customer relationship management (CRM) software relevant to the role.
Address customer support career progression paths and technical leadership opportunities in customer support teams.
Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies.
Include customer support-specific interview preparation and coding challenge guidance.
Emphasize empathy, professionalism, and customer-centric principles in customer support roles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support and relevant industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support professionals.
Provide actionable insights that give customer support candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and customer impact measurement.

Technical Focus & Portfolio Emphasis:

Emphasize customer support best practices, problem-solving principles, and process improvement techniques.
Include specific portfolio requirements tailored to the customer support discipline and role level.
Address customer support case studies, process improvement initiatives, and customer feedback management.
Focus on communication, empathy, and professionalism in customer support scenarios.
Include technical presentation skills and stakeholder communication for customer support projects.

Avoid:

Generic business jargon not relevant to customer support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific customer support role.
Marketing language unrelated to customer support, customer experience, or customer-centric culture.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals seeking their next opportunity and preparing for technical interviews in the customer support industry.

Customer Support Specialist (m/w/d) - SaaS & digitale Produkte