• Serve as the first point of contact for customer support across live chat, email, and phone • Handle first-line support tickets, troubleshoot issues, and redirect or escalate cases to the Analyst or Medical team when they need clinical or technical expertise beyond first-line support • Lead onboarding calls and demo walkthroughs for new customers, guiding them from signup to their first successful case • Keep our CRM up to date and accurate as customer information changes • Take a proactive approach to support, reaching out before a customer has to ask • Run outreach and win-back campaigns to bring dormant accounts back into active use • Help expand and maintain our Help Centre documentation so customers can self-serve common questions • A proven track record in customer support or customer relationship roles, with working knowledge of modern support practices and tools • Hands-on experience with live chat, help desk or ticketing tools, and CRM systems (Pipedrive experience is a plus) • Fluent German and English, written and spoken; additional languages are a plus • A strong understanding of what dental industry customers need day to day; direct dental industry experience is a plus, not a requirement • Account management experience • Highly organised, with strong attention to detail • A friendly, polite, customer-focused communication style • An analytical, critical thinker who takes ownership of a problem through to resolution rather than just passing it along • A natural pull toward automation and efficiency: you look for ways to reduce repetitive work rather than just doing more of it • A chance to shape how Customer Success works at a growing dental AI company • Direct exposure to the whole customer journey rather than a narrow slice of it • A team that's actively investing in doing support and onboarding properly rather than treating it as an afterthought • Permanent full-time position • Remote work within the EU • Competitive compensation, based on experience