Customer Support Specialist (m/f/d)

Permanent employee, Full-time · Prague

Usercentrics is a global leader in the field of consent management platforms (CMP). We follow our company vision to build a world where user privacy enables a thriving digital ecosystem. Our mission is to provide privacy solutions that empower organizations to embrace data privacy while building trust with their users through freedom of choice. With our product, businesses can collect, manage and document user consents on websites and apps, and achieve full compliance in accordance with global privacy regulations while facilitating high consent rates and building trust with their customers.

Are you the one that people come to if they don’t know how to use their latest gadget or a software? Do you love explaining complex subjects, finding solutions and helping customers? Then we should talk!

Our Customer Support Team’s goal is delivering stellar support for all of our clients, any time they need us. By providing fast and reliable help, our clients get the best possible solution on their way to becoming compliant with the GDPR. We’re not afraid of short deadlines and high demands, and we love to have fun at work! Each team member is valued for their particular set of skills and their unique personality. Combined with a strong focus on teamwork, we’re not only going the extra mile for our customers, but we always have each other’s backs and are building a great working atmosphere.

Your Tasks
  • You are the first point of contact for our Self Service clients (B2B) via our ticket system (Zendesk)
  • You help customers to find their way in onboarding and using our solution, and are their guide if they ever have trouble finding information or need assistance with their setup
  • You work closely with our Customer Success Managers, Tech Support and Product teams to share knowledge and ideas on how to make our solution even better
  • With your extensive and ever-growing knowledge you improve our internal and external knowledge base / FAQ by creating self-help content
  • You actively shape and optimize our cross-functional processes – your ideas count
  • You listen to our customers and take care of translating the client feedback into feature requests to improve our solution
You Bring
  • Bachelor’s degree or completed training
  • Work experience (2+ years) at a (preferrably B2B) SaaS company
  • Practical experience in AdTech and website monetisation (e.g. through work in an Online Advertising agency, online publishing agency or similar)
  • Affinity for IT and Tech 
  • Ability to work independently in new software and tasks
  • Will to tackle problems in a proactive and solution oriented way.
  • Business professional German and English skills in writing, reading, and speaking (language level B2 or higher)
  • Knowledge of help desk systems (e.g. Jira / Service Desk / Zendesk / Freshdesk)
  • Knowledge of CRM tools (e.g. Salesforce)
  • First experience with reading HTML, CSS, JavaScript
Why join Usercentrics?
  • Joining Usercentrics means becoming part of a fast-growing, diverse and international team of tech enthusiasts and entrepreneurially-minded who build our success story together
  • Company culture is important to us - we strive to continuously develop a positive, vibrant and inspiring environment that enables everyone to thrive both personally and professionally
  • Get involved! We have plenty of initiatives and love to see people from all department enthusiastically participating and shaping our future together in different cross-department projects
  • Your work-life balance is important to us too - we offer flexible working hours, hybrid working and the possibility of workcations (in accordance with our company policy)
  • We always remember to have fun along the way, both in our day-to-day work and at our regular team events on site in our offices in Munich, Copenhagen, Odense, Lisbon and Prague or online
  • You are the most valuable asset to our company which is why we’re happy to offer awesome benefits like our personal development budget, job-related language courses and a lot more (depending on your location) to focus on your well being
About us

We are driven by our values #BeBrave, #BetterTogether, #LeadbyExample, #InnovateWithPurpose, #PassionForPrivacy, #GiveBack and #ComeAsYouAre. They show what we believe in and how we work. They help make our team special and guide us in everything we do. They're the heart of our company and inspire us to do our best every day.

We strive to create a diverse, equitable, and inclusive environment (DEI) where everyone feels valued, respected, and empowered to reach their full potential. We believe that our different backgrounds, experiences, and perspectives are our greatest strengths — so we are committed to building with them as we foster innovation and drive our success.

We recognize that this is an ongoing journey. We commit to listening and to continuous learning, growth, and improvement. By embracing DEI principles, we will create a more just and equitable society, and we are proud to play our part in making this vision a reality.

We are #BetterTogether.

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