Customer Success Specialist H/F

The Kubota e-Commerce Marketplace, named Terrako, specializes in spare parts, connecting professional end customers with a trusted network of authorized dealers across our European markets. As part of a global industrial Group, we are modernizing how critical components are sourced and sold by combining strong local market knowledge and deep industry knowledge with e-commerce capabilities.

Mission

As the Customer Success Specialist, you will ensure the best customer experience possible throughout the customer journey for our dealers and end customers and solve issues quickly and effectively.

Key Responsibilities

Support & Escalation Management
• Act as the primary escalation point for complex or unresolved issues from Tier 1 Support (Sales Companies)
• Troubleshoot advanced functional and technical issues within Terrako
• Escalate issues to Tier 3 (Development team) when necessary
• Collaborate with technical teams to resolve bugs and system limitations
• Ensure timely resolution of escalated tickets
• Document root causes and solutions for future reference

Enablement (Support & Training)
• Develop and maintain internal documentation (support documentation, troubleshooting guides, FAQs, etc.)
• Deliver training sessions and onboarding for Sales Companies' support teams
• Provide ongoing coaching and guidance to improve Tier 1 resolution rates
• Act as a subject matter expert (SME) on Terrako features, workflows, and best practices

Knowledge Management
• Own and continuously improve the internal knowledge base
• Standardize support processes, workflows, and response templates
• Ensure documentation is clear, up-to-date, and accessible
• Identify gaps in documentation based on incoming support trends

Case Monitoring & Trend Analysis
• Monitor incoming cases across Tier 1 and Tier 2 to identify recurring issues
• Analyze support data to detect patterns, root causes, and systemic problems
• Proactively flag emerging issues to relevant stakeholders
• Produce regular reports on case volume, types of cases, and resolution performance

Continuous Improvement & Feedback Loop
• Translate recurring issues into actionable recommendations for project team
• Advocate for platform enhancements, usability improvements, and bug fixes
• Identify opportunities to streamline support processes and reduce ticket volume
• Participate in testing (UAT) and validation of new features or fixes
• Ensure clear communication of issues, priorities, and resolutions across teams
• Support rollout of new features by preparing support teams with documentation and training

Operational Excellence
• Define and track KPIs (e.g., escalation rate, resolution time, etc.)
• Contribute to support strategy and scalability planning
• Recommend tooling improvements (ticketing systems, analytics, automation)
• Experience in similar role
• Excellent communication and interpersonal skills
• Excellent written skills for online and print
• Fluent in English (additional European languages are a strong plus) and comfortable in an international environment
• Ability to thrive in a fast-paced, deadline-driven team environment
• Strong analytical and problem-solving capabilities
• Strong customer orientation and desire to improve customer experience
• Technical skills and knowledge (but not limited to): Excel, PowerPoint, Google Suite, Google Analytics, Power BI; willingness to learn if little previous knowledge of certain areas
• Bachelor's degree (Master's is a plus)