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

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. Our Values: Dream big —Be visionary, strategic, and open to innovation Build great things —Work in service of our users, always improving and pushing higher Take ownership —Take responsibility with bold decision-making and bias for action Win like a sports team —Be trusting and collaborative while empowering others Learn and grow fast —Never stop learning and iterate fast Share our passion —Share ideas and practice enthusiasm and joy Be user obsessed —Empathetic, inquisitive, practical  About the team: 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. Our Team works with our B2B and Education Teams to support Schools and Businesses. As our professional user base grows, we are looking to expand our team to provide technical support, implementing and onboarding help, and how to get the most out of the products, which include Goodnotes Teams and Enterprise, and Goodnotes Education. 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. About the role: 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 preemptively 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 Passion for helping people Experience with modern help desk software like HubSpot 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 interview process: Take-home Assignment to showcase your skillset for the job. An introductory call with someone from our talent acquisition team. They want to hear more about your background, what you are looking for, and why you’d like to join Goodnotes A role-specific call to discuss your background and skillset for this role in detail Hiring Manager interview: A call with your hiring manager. This is the person who will be managing you day to day, working on your growth and development with you as well as support you throughout your career at Goodnotes. A meet the team call with 2 or 3 GoodPeople you’d be working closely with at Goodnotes. Note: Employment is contingent upon successful completion of background checks, including verification of employment, education, and criminal records. By submitting your application, you acknowledge that you have read and understood our Candidate Privacy Notice, which provides important information about the data we collect during the application process. You can find it here.