Customer Service Specialist - EU

Customer Service Specialist, (f/m/x), SaaS/Greentech/Fashion

Communicating directly with the worlds most sustainability focused fashion and textile business’, you will have a talent for identifying problems, breaking them down and finding solutions. By understanding our supply chain transparency platform and our values, you will bring success for your clients, yourself and the company in its mission to scale globally.

What you will do

You’ll join a globally distributed CSM team and work closely with one of our European Customer Success Managers, your focus will be on supporting fashion and textile partners in the region.

You will:

• Join client calls alongside CSMs, taking ownership of follow-up actions and operational tasks.
• Address and resolve client inquiries related to platform use and general troubleshooting.
• Plan and deliver spontaneous or urgent live onboarding and training sessions for both clients and suppliers.
• Manage scheduling and logistics for onboarding sessions with User Solutions team, ensuring seamless execution.
• Act as the first line of support for operational issues, coordinating with internal teams (e.g., User Solutions, Product) for escalation and resolution.
• Monitor response times and ensure clients’ concerns are resolved efficiently.:
• Maintain detailed records of training sessions, client issues, and solutions provided.
• Assist in creating user-friendly training materials and guides to help clients adopt the platform effectively.

What’s in it for you?

• Working with a modern, international team on a mission to make the fashion industry more sustainable
• A position with real opportunity to learn the ropes and grow your career in CSM within SaaS
• Great package, generous holiday allowance (unlimited in some locations)
• A company where values are actively lived
• Being part of a young, dynamic company that implements employee ideas
• Joining a thriving business on the cusp of its next growth phase
• High level of personal responsibility and independence
• Flexible, hybrid, and remote work options

Who you are

• You have existing experience in a customer-facing B2B position
• You are a communicator by nature, you like dealing with people and solving problems
• You are tech-savvy and have excellent project management skills
• You understand the importance of an SLA-driven approach and how that impacts the business as a whole
• Experience working in B2B Fashion, Textiles, or Supply chain is highly desirable
• Experience in SaaS an advantage
• You speak fluent German and a good standard of English
• You are already based in or eligible to work in one of the mentioned locations

Retraced was born in 2019, in Düsseldorf, Germany with the vision to create a global ecosystem to drive sustainable change in the fashion industry by enabling transparent cross-company collaboration.

With over 65 employees globally, and over 20€ million raised so far, our award-winning platform is the world’s first and leading cloud-based supply chain sustainability management system, complete with all CSR capabilities that empower fashion and textile companies to connect all stakeholders in their global supply chains on one network and ensure efficient sustainability data exchange, collaboration, and communication between parties.

This allows them to take action and implement strategies to achieve more sustainable and responsible production practices. The information gained can be shared internally within the company and externally with authorities, customers, or business partners.

Find out more about Retraced through our website here: https://www.retraced.com/

Or stay up to date by following us on Linkedin here: https://www.linkedin.com/company/retraced/

We process your application documents on the basis of Art. 6 Paragraph 1 lit. b GDPR, Section 26 BDSG to decide on the establishment and, if necessary, further implementation of the employment relationship. Data on rejected applicants, unless consent is given to longer-term storage (e.g. for later application rounds),will be deleted no later than six months after the application has been rejected.
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