Customer Success Manager / Technical Support (m/f/d)

What awaits you at Locafox You don't work with us in a classic call center support. You are close to our customers, our product and the further development of our POS solution. You will get the opportunity to take responsibility and actively shape how we support our customers and develop our customer success. You work closely with product management and development and get a direct insight into the requirements and challenges of modern cash systems and stationary trading. If you have fun connecting technology and customer contact and developing solutions that need to work at the Point of Sale every day, we look forward to meeting you. You accompany our customers from onboarding and setting up their cash register systems to running operations and are a fixed contact person You support questions and technical challenges concerning our POS software, cash systems, kiosk solutions and connected components You analyze problems structured, limit errors and find pragmatic solutions together with customers and our team – especially when fast support is required in ongoing cash register operation You enter our existing customers and develop long-term and trusted customer relationships You understand the processes of our customers at the Point of Sale and help them use our solutions optimally in their daily business You collect requirements and feedback from the real daily cash and store and bring them directly into the further development of our product You work closely with our product management and development and translate challenges from everyday customers into understandable requirements and suggestions for improvement You recognize recurring support cases and work together with the team to eliminate causes sustainably – instead of solving problems only in the short term You actively develop our customer support through better workflows, documentation, help and internal processes You document customer requests, technical processes and relevant communication structured in our CRM You ensure that important information is reliably passed on between customers, customer success, support, product management and development

You have already gained experience in customer success, technical customer service, SaaS support or account management You have the pleasure of direct customer contact and can put yourself well into the situation of a trader – especially if something is not working as planned at the checkout or in the branch You will be happy to tackle technical problems and to integrate more complex issues in a structured manner You communicate clearly, bindingly and solution-oriented and can set yourself to different contact persons – from the employee at the checkout to the technical contact or decision-makers You work independently, think with and take responsibility for your topics and customers You have a high technical affinity and enjoy working in software, hardware, interfaces and new digital solutions Terms and topics such as cash register systems, payment, cash register hardware, document printers, scanners, branch or goods industry do not scare you off – ideally, you already have practical points of contact with this Experience in the POS environment, retail, gastronomy or with cash and retail technologies is a big plus Ideally, you have already worked with CRM or ERP systems - Experience with Zoho is beneficial With Microsoft 365 or Google Workspace you can safely handle You speak fluent German and have good English skills

We are ANKER We are a very experienced and motivated team, with an ideal mix of younger and experienced employees Home office and decentralized work on video conferencing are our everyday lives Compatibility of family and profession is lived with us daily (flexible working hours and work models, results count – not presence) We are a traditional company with 150 years of history and expertise in hardware and services for retail We combine start-up enthusiasm with our many years of experience We have flat hierarchies for quick voting paths We maintain a collegial, open and humorous working atmosphere Self-responsible work is explicitly desired with us We are a dynamic and internationally growing company We promote your personal and professional development individually Our fitness studio membership keeps you healthy With our bike leasing offer you can travel through the city in a sustainable manner Through regular team events, we promote personal exchange in the team