<p>In this role, you are a pivotal contact for our customers <strong>fostering deep customer loyalty </strong>as well as shaping our Support function from a reactive problem-solver to a <strong>proactive and trusted advisor</strong>. Your objective is not only to solve product-related issues with expertise in a timely and accurate manner, but also to strategically guide our customers to ensure they achieve their business goals and realise the full value of Adverity.</p><p>This is a <strong>full-time position on a 1-year fixed term contract </strong>(with potential to extend) where you can work remotely or from one of our offices in Vienna, Sofia or Katowice.</p><h3>Some of the things you’ll work on:</h3><ul> <li>Act as a solution partner and trusted advisor, providing expert guidance on product functionality, best practices, and tailored configurations.</li> <li> <strong>Troubleshoot</strong> customer problems for both technical and non-technical users, managing the resolution process to minimise escalations and time-to-value. </li> <li>Serve as an escalation point for complex issues, coordinating with internal teams for effective resolutions, and proactively updating customers on case progress.</li> </ul><ul> <li>Provide <strong>expert guidance</strong> on product functionality and best practices, engaging with customers through various channels to understand their needs. </li> <li>Own a larger piece of the resolution process, reducing the need for immediate escalation and shortening the customers time-to-value.</li> <li>Analyse usage patterns to make recommendations, determine when to guide self-resolution versus implementing solutions, and collaborate to define requirements and propose tailored solutions.</li> </ul><ul> <li>Contribute to the knowledge base used by customers and internal teams, validating content for AI support tools and refining documentation based on customer trends. </li> <li>Create and deliver enablement content to educate clients on platform usage.</li> </ul><h3>We’re excited if you have:</h3><ul> <li>Previous experience within Customer Success or Product Support for a SaaS Product Company</li> <li>A <strong>consultative mindset</strong> with genuine empathy and emotional intelligence.</li> <li>Experience with advertising platforms (e.g., Google, Meta, Salesforce, TikTok)</li> <li>Exposure to web technologies and related stacks (API, ETL, SQL).</li> <li>A strong <strong>drive to learn</strong> and discover new technologies.</li> <li>Outstanding communication skills (written and verbal), with the ability to build trust and rapport. Proficiency in <strong>English</strong> is needed. Any additional languages (e.g., German) are a plus.</li> <li>Experience with support ticketing systems like Zendesk is preferred.</li> <li>Friendly, approachable personality with excellent prioritisation and multitasking skills.</li> </ul><h3>Why you’ll love it here:</h3><ul> <li>Flexible working hours and home-office</li> <li>Ergonomic workspace and cutting edge technology</li> <li>Regular team events (also remote)</li> <li>Modern and stylish offices </li> <li>Sustainable merch for all employees</li> <li>Adverity Social Responsibility Days (+2 days paid off) </li> </ul><h3>Are you ready to apply? </h3><p>If this position is filled in Vienna, the minimum salary denoted for legal reasons and according to the collective agreement (IT KV) is €42,882. If this vacancy is filled anywhere else, the salary will differ. In any case, we offer competitive salaries depending on your qualifications and experience, along with a performance-based bonus.</p><p><strong>Apply now</strong> if you are ready to revolutionise the way businesses work with marketing data. We look forward to meeting you!</p><p></p>