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- Tasks: Provide top-notch support to schools, troubleshoot issues, and enhance customer experiences.
- Company: Join Goodnotes, a forward-thinking tech company revolutionising digital note-taking.
- Benefits: Enjoy a supportive environment with opportunities for growth and learning.
- Why this job: Be part of a passionate team making a real difference in education technology.
- Qualifications: Fluent in English and German, with experience in technical support and problem-solving skills.
- Other info: Dynamic role with a focus on collaboration and innovation in a global team.
The predicted salary is between 30000 - 42000 ÂŁ per year.
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
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. 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 will 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 pre‑emptively 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
- 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.
Professional Customer Support Specialist, Education - German Speaking (1 year FTC - Renewable/ [...] in London employer: Goodnotes
Contact Detail:
Goodnotes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Professional Customer Support Specialist, Education - German Speaking (1 year FTC - Renewable/ [...] in London
✨Tip Number 1
Get to know the company inside out! Research Goodnotes, their products, and their mission. This way, when you get that interview, you can show them you're not just another candidate but someone who genuinely cares about what they do.
✨Tip Number 2
Practice your communication skills in both English and German. Since this role is all about supporting education customers, being able to articulate your thoughts clearly will set you apart. Try mock interviews with friends or use online platforms to refine your pitch.
✨Tip Number 3
Don’t shy away from showcasing your problem-solving skills! Prepare examples of how you've tackled technical issues in the past. This will demonstrate your ability to think critically and act decisively, which is key for a Customer Support Specialist.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and keen on joining the Goodnotes team. Let’s make it happen!
We think you need these skills to ace Professional Customer Support Specialist, Education - German Speaking (1 year FTC - Renewable/ [...] in London
Some tips for your application 🫡
Show Off Your Communication Skills: Since this role requires excellent written and verbal communication in both English and German, make sure your application reflects that. Use clear, concise language and showcase your ability to explain complex ideas simply.
Tailor Your Application: We want to see how you fit into our mission and values. Take the time to customise your CV and cover letter to highlight relevant experiences that align with our focus on education and customer support.
Highlight Your Problem-Solving Skills: As a Customer Support Specialist, you'll be tackling technical issues head-on. Share examples from your past where you've successfully resolved problems or improved processes, showing us your critical thinking skills.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows your enthusiasm for joining our team!
How to prepare for a job interview at Goodnotes
✨Know Your Stuff
Before the interview, make sure you’re well-versed in Goodnotes' products and services. Familiarise yourself with their features, especially those relevant to education. This will not only show your enthusiasm but also help you answer questions more effectively.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled technical issues in the past. Think about specific scenarios where you provided excellent customer support, especially in an educational context. This will demonstrate your critical thinking and problem-solving abilities.
✨Brush Up on Your Language Skills
Since this role requires proficiency in both English and German, practice articulating your thoughts clearly in both languages. You might be asked to switch between them during the interview, so being comfortable will give you an edge.
✨Be Ready to Collaborate
Goodnotes values teamwork, so be prepared to discuss how you’ve worked with others in previous roles. Highlight any cross-functional projects you’ve been involved in, especially those that improved customer experiences or product processes.
