Professional Customer Support Specialist, Education - German Speaking; FTC - Renewable

Professional Customer Support Specialist, Education - German Speaking (1 year FTC - Renewable/ Convertible)

London, England, United Kingdom

At Goodnotes, we believe that every individual holds untapped potential waiting to be unleashed. By reimagining the way we interact with information, we’re merging human creativity with the breakthrough capabilities of AI. Our renewed vision and mission drive us to create the best medium for human and AI collaboration, empowering users to explore new dimensions of productivity, creativity, and learning. Join us on this journey as we transform digital note-taking into an inspiring and innovative experience.

—Be visionary, strategic, and open to innovation

—Work in service of our users, always improving and pushing higher

—Take responsibility with bold decision‑making and bias for action

—Be trusting and collaborative while empowering others

—Never stop learning and iterate fast

—Share ideas and practice enthusiasm and joy

The Goodnotes Professional Customer Success Team is a group of passionate people who are committed to supporting our professional users in schools and businesses to ensure they have the best possible experience when implementing and using our products.

The Pro CS Team is very new, set up just over a year ago, and currently has 4 members, but is part of our broader Customer Success Team. This makes it a great team to work in as all our members have a huge impact on product direction, improvement and direct contact with our engineering, product and marketing teams to give important insight into our customers’ issues.

Our team is split between Asia and Europe, and our user base stretches across the globe.

As a Pro CS Specialist for Education at Goodnotes, you will be the frontline support for schools experiencing technical issues, ensuring they receive accurate and timely assistance. Your primary focus will be on handling customer tickets, troubleshooting technical problems, and delivering excellent support to our education customers. You'll collaborate closely with our Engineering and QA teams to triage issues and coordinate resolutions, and contribute to our knowledge base by writing support articles that promote a self‑service culture.

Working alongside our Academic Affairs team—who build personal relationships with teachers and schools—you’ll help ensure technical issues don’t stand in the way of great customer experiences. As part of the education subgroup within the Pro CS Team, you’ll also partner with your B2B counterparts to share knowledge and provide cross‑functional support where needed.

This is the role for you if you’re excited to work on the things listed below:

• Be the first point of contact for schools that are reaching out for support
• Working closely with our Academic Affairs team, who build strong in‑person relationships with schools
• Analysing common issues and documenting proven solutions in our Help Centre, as well as pre‑emptively planning support content
• Working on cross‑team projects to improve our customer support process and guide product and process direction
• Be the voice of our customers in product and engineering meetings to drive task prioritisation
• Working on personal projects

The skills you will need to be successful in the above:

• Proficient in using AI to innovate your working processes
• Experience in providing technical customer support. Education or B2B SaaS support experience is a huge bonus
• Excellent written and verbal communication skills in both English and German.
• Experience with MDM systems and troubleshooting Managed App Configurations is a great bonus!
• Outstanding problem‑solving & critical thinking skills
• Interest in app development and engineering team workflows and processes
• Expert user of iOS, Android and/or Windows products
• Experience with modern help desk software like Hub Spot or Zendesk

Even if you don’t meet all the criteria listed above, we would still love to hear from you! Goodnotes places a lot of value on learning and development and will support your growth if needed.

The…