aleno is the first digital assistant for hotels and restaurants, bringing together what belongs together: guests and hosts, personal appreciation and artificial intelligence, experts from hospitality and technology. Our goal is to support outstanding hosts to become even more successful in their business. This is what drives our passion.
Over 2,300 hoteliers, restaurateurs and decision-makers from the hospitality industry rely on aleno's software solution: for more efficiency, better planning and reliable decisions in the areas of business, marketing and operations.
About the job
As a Customer Support Specialist, you will be responsible for supporting and assisting our aleno customers. You are the first point of contact for customer inquiries and help to solve technical problems and ensure the best possible use of our digital assistant. As part of the CS team, you will also work closely with the product team to ensure a seamless customer experience.
Work location: this is a hybrid position, split between home office and onsite in Berlin or Munich.
What you will be doing
- handle customer inquiries by email, phone and chat and find solutions to their problems
- support customers in using our software and ensure that they benefit from the full potential of our products
- carry out technical troubleshooting and work with our IT department on more complex problems
- document customer concerns and feedback and forward them to our product team to drive product improvements
- contribute to the creation and updating of support documentation and FAQs
- proactively reach out to customers to increase their satisfaction and identify and resolve potential issues early on
- work with the entire CS team to ensure a seamless transition from onboarding to long-term customer support
What you bring along
- you are based in Munich or Berlin and have 2+ years of experience in customer support or a similar role, ideally in a software company and/or the hospitality industry
- strong technical troubleshooting skills and an affinity for technology
- a positive charisma and high orientation towards customers
- strong communication skills (written and spoken fluency, at least C1) in English and German
- independence, reliability and good organizational skills
- enjoy working in a dynamic, fast-paced startup environment and the willingness to constantly learn new things
- ideally you'll bring experience with some of our tools (e.g. HubSpot, JIRA, Slack)
About aleno
aleno was founded in Zurich in 2015 by a team that had experienced first-hand how difficult it can be to run ones own restaurant. aleno is headquartered in Zurich, Switzerland.
Our great team also operates from many other locations such as Berlin, Munich and Wroclaw. We have a dynamic corporate culture with a start-up mentality. We have passionate restaurateurs, sales and tech experts working hand in hand in flat hierarchies. Together, we are shaping the path to a new era of hospitality.
To build a great corporate culture, we have established the following cultural principles:
Customer Obsession
Our customers are at the core of everything we do. Everyone in aleno has a deep understanding of them and their problems. Our business success is determined by how good we are at solving these.
Moving fast
Speed is essential for our success. It’s better to move fast and make mistakes than to move slowly and miss opportunities. We have a strong bias to action and constantly push ourselves to satisfy the customer through early and fast delivery of valuable products.
Openness
We are a hybrid company. Therefore transparency and communication are key. We foster an environment where you can openly share your thoughts and challenge the status quo if needed. We all work to ensure everyone has access to all the information they need.
A positive mindset
We think big and see opportunities where others see difficulties. Together, we believe we are able to solve the most complex challenges.
Acting like owners
We see a problem? We solve it. "That's someone else's problem" simply doesn't exist for us.
Diversity
Different people approach problems differently. We need that. aleno is committed to diversity as well as inclusion. We are an equal opportunity employer and committed to the principles of affirmative action.
Qualified applicants will receive consideration for employment without regard to origin, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status or any other basis protected by federal, state or local law, ordinance or regulation.