Enterprise Support Specialist

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an Enterprise Support Specialist based in Germany.

As an Enterprise Support Specialist, you will play a key role in delivering high-quality technical and operational support to enterprise customers using veterinary practice management software. You will act as the primary point of contact for large, often multi-site veterinary clinic groups, managing complex support requests and ensuring an exceptional customer experience. Combining strong customer service skills with financial and technical knowledge, you will help customers optimize their systems and resolve issues related to invoicing, payments, taxation, and accounting integrations. You will build trusted relationships with key stakeholders while managing escalations and ensuring service-level targets are consistently achieved. Working within an international, remote-first SaaS environment, you will collaborate with teams across Sales, Marketing, Implementation, and Product Development. This is a six-month contract offering the opportunity to contribute to meaningful digital healthcare solutions while supporting the growth of an innovative global business.

Accountabilities:

Manage enterprise customer support: Serve as the primary support contact for enterprise customers, particularly large and multi-site veterinary clinic groups, ensuring timely, professional, and effective assistance.
Resolve complex support cases: Take ownership of escalations and challenging customer requests, coordinating with relevant stakeholders and following issues through to resolution.
Support financial operations: Assist customers with finance-related questions and system configurations, including invoicing, payment processing, VAT and tax settings, financial reporting, and accounting integrations.
Maintain customer satisfaction: Deliver a consistently high standard of service, monitor customer feedback, and ensure support interactions meet established quality and satisfaction targets.
Meet performance objectives: Work towards individual support KPIs and annual Objectives and Key Results (OKRs), contributing to wider team and business performance goals.
Build customer relationships: Develop strong working relationships with key enterprise stakeholders, understand their operational needs, and provide proactive support tailored to their requirements.
Manage multiple priorities: Handle several customer accounts and support requests simultaneously while maintaining efficiency, accuracy, and service quality.
Improve support processes: Contribute to the development of internal best practices, workflows, and procedures to improve the efficiency and consistency of enterprise support operations.
Collaborate cross-functionally: Work closely with Sales, Marketing, Implementation, and Product Development teams to coordinate customer needs and deliver effective solutions.
Contribute to wider business activities: When required and workload permits, support additional initiatives across other business functions, including sales, marketing, implementation, and product development.
Requirements:
Customer support experience: Demonstrated experience delivering high-quality customer support and maintaining strong customer satisfaction levels, ideally measured through customer satisfaction surveys or similar performance indicators.
Enterprise B2B support: Previous experience supporting enterprise or key account customers within a business-to-business (B2B) software or SaaS environment.
Finance and accounting knowledge: An educational background or professional experience in finance, accounting, payments, or related fields is highly desirable.
Technical and product understanding: Ability to understand software functionality, troubleshoot customer issues, and support system configurations according to available product capabilities.
Healthcare or veterinary industry exposure: Experience working with healthcare, veterinary, or practice management software is an advantage.
Customer relationship management: Strong interpersonal and communication skills, with the ability to build trusted relationships with enterprise stakeholders and manage complex customer situations.
Organization and prioritization: Proven ability to manage multiple customers, competing priorities, and support requests while maintaining accuracy and efficiency.
Performance-oriented mindset: Comfortable working towards measurable individual targets, quantitative support KPIs, and defined service-level expectations.
Teamwork and autonomy: Ability to work independently, take initiative, coordinate with relevant stakeholders, and contribute effectively within a collaborative team environment.
International experience: Previous experience working in a global or multicultural organization is preferred.
Language proficiency: Excellent written and spoken English is essential for communicating effectively with international customers and colleagues.
Adaptability: Comfortable working in a fast-growing SaaS environment, adapting to evolving processes, and contributing to continuous improvement initiatives.
Benefits:
Six-month contract opportunity within an established international SaaS environment.
Fully remote working arrangement across Europe.
Working hours aligned with the UK time zone.
Opportunity to contribute to meaningful digital healthcare and veterinary technology solutions.
Professional development and continuous learning opportunities.
Access to the tools and resources needed to perform effectively.
Flexible working practices and an autonomous working environment.
Collaborative international team with colleagues from diverse professional and cultural backgrounds.
Company events and opportunities to connect with colleagues worldwide.
Opportunity to contribute to the development of innovative software solutions supporting veterinary and healthcare professionals.