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- Tasks: Provide top-notch support to schools, troubleshooting technical issues and enhancing user experience.
- Company: Join Goodnotes, a visionary tech company transforming digital note-taking with AI.
- Benefits: Flexible work environment, opportunities for growth, and a supportive team culture.
- Why this job: Be the voice of education customers and make a real impact in their learning journey.
- Qualifications: Fluent in English and German, with a knack for problem-solving and customer support.
- Other info: Dynamic team with global reach and a focus on innovation and collaboration.
The predicted salary is between 30000 - 42000 £ 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 are 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
- Work 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.
Professional Customer Support Specialist, Education - German Speaking (12-months Fixed-Term Co[...] 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 (12-months Fixed-Term Co[...] 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 off your knowledge and passion for what they do.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with schools and users, being able to explain technical issues in a simple way is key. Try role-playing common scenarios with a friend or family member.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and maybe even a referral, which can really boost your chances of landing that job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Goodnotes team.
We think you need these skills to ace Professional Customer Support Specialist, Education - German Speaking (12-months Fixed-Term Co[...] in London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for education and customer support shine through. We want to see how excited you are about helping schools and users get the most out of our products!
Tailor Your Experience: Make sure to highlight any relevant experience you have in technical support or education. We love seeing how your background aligns with our mission at Goodnotes, so don’t hold back on those details!
Be Clear and Concise: Keep your writing clear and to the point. We appreciate well-structured applications that make it easy for us to understand your skills and experiences. Remember, clarity is key!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Goodnotes
✨Know Your Stuff
Before the interview, make sure you’re familiar with Goodnotes and its products. Understand how they empower users in education and B2B settings. This will help you answer questions confidently and show your genuine interest in the company.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled technical issues in the past. Be ready to discuss specific scenarios where you provided excellent customer support, especially in an educational context. This will demonstrate your ability to handle the challenges of the role.
✨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 for Team Dynamics
Goodnotes values collaboration, so be prepared to discuss how you work within a team. Share experiences where you’ve contributed to cross-functional projects or supported colleagues, as this aligns with their team-oriented culture.