Customer Success and Support Specialist

Overview

We at Data wrapper want to help everyone create better charts, maps, and tables. To achieve this, we offer a data visualization tool that individuals and organizations worldwide rely on to quickly and easily create beautiful visualizations for their online and printed publications. We value human interactions with our users in moments when they’re stuck, need help or inspiration, or don’t know where to start.

We care deeply about our users and their problems, and getting them the help they need in time and beyond their expectations. That level of personalized support is something we won’t compromise on as our user base grows.

We’re looking for someone to join our Customer Support and Success team, 4–5 days a week. You can join remotely (in the time zones around Berlin: GMT, CET, or EET) or get a desk in our Berlin office.

You’ll join Elana, Eddie, Aya, and Margaux in helping those that reach out to our support inbox, maintaining and growing customer relationships, and being proactive in getting new customers off the ground. Essentially, you’ll do whatever needs to be done to make sure that all of our users have the help they need to get as much out of the tool as possible.

You can expect that to include:

• Managing customer relationships
  :
  You’ll pick up where sales leaves off, taking our customers under your wing and ensuring they have all the resources and assistance they need to be successful. You’ll become their trusted go-to expert whenever they need a helping hand.
• Helping users to create great data visualizations
  :
  When they ask, “Is it possible to do x with Data wrapper?”, you’ll find a solution, even when that means getting creative to solve a problem with no clear answer.
• Troubleshooting
  :
  You’ll investigate, identify, and solve problems—whether it’s a dataset issue, a settings misstep, or a bug in our code.
• Proactively helping our users get more out of the tool
  :
  Direct them to features and possibilities they could benefit from, but might not discover on their own.
• Being the voice of our users and helping us improve the tool
  :
  Organize feature requests and feedback, bringing them to the development team in a actionable way.
• Improving and contributing to our help docs to help users help themselves.

This is an exciting and varied role perfect for an all-rounder with a multidisciplinary skill set who’s up for solving fun new problems every day. We are open to any professional background and the particular expertise you bring.

We think you’d be a great fit if:

• You enjoy helping people and are motivated to solve their problems with warmth, kindness, and empathy.
• You have strong English written and verbal communication skills (bonus points for German). This is important for user interactions and for sharing feedback with the team.
• You are good at explaining complex concepts simply and can adjust your language for different stakeholders.
• You love solving problems
  , think laterally, and know when to ask for help.
• You have a can-do attitude and are a quick learner
  , with curiosity to figure things out.
• You’re organized with good time-management and can juggle multiple tasks.
• You’re thorough, detail-oriented, and remember past similar issues to inform current work.

Bonus points if any apply:

• You previously worked in a customer-facing role at a software company.
• You know HTML, CSS, and maybe JavaScript.
• You have experience with Data wrapper’s target organizations.
• You previously worked with Data wrapper in data visualization or a related field.
• You speak languages other than English and German.

A happy work life with meaningful work, a high degree of freedom, helpful teammates, and a friendly work environment. Our office offers a data-visualization library, data-vis-centric lunch conversations, and opportunities like a data-visual book club.

• Growth, development, and personal initiative
  . We’re a small startup with big plans, offering opportunities to grow and learn.
• People do a great job when they’re excited about something
  . People can contribute to product development and company communications when motivated.
• Flexibility
  . Flexible…