Customer Support Coordinator - [London based- German speaking] (f/m/d)

Founded in 2016 and headquartered in Munich, enmacc is a high growth scale-up with a diverse team of over 100 professionals. We’re passionate about energy, technology, and building something that makes a real impact. If you are looking for an entrepreneurial environment where your work directly contributes to a more sustainable and digital energy future, we invite you to submit your application below. Your mission: As our Customer Support & Operations Coordinator, your mission is twofold: to act as the trusted first-line support for our growing network of energy traders, and to serve as an operational anchor enabling our Revenue teams to scale efficiently. You will deliver outstanding, timely platform support while coordinating key customer processes across enmacc’s Product, Engineering, and Revenue teams. Your Responsibilities First-Line Support: Serve as the primary contact for enmacc users across calls, tickets, emails, and live chat. Coordinate closely with Product and Engineering teams to troubleshoot and resolve platform issues swiftly. Knowledge Management: Maintain and expand the enmacc Help Center by creating clear, user-friendly guides, FAQs, and training materials. Operational & CRM Support: Manage critical operational tasks in collaboration with the Revenue teams, including client and user setup and onboarding, user permissions and maintaining clean data records. Tracking & Analytics: Monitor customer service and operational support metrics (e.g., ticket volumes, response times, CSAT) to identify product enhancements and optimise team workflows. Cross-Team Collaboration: Partner with the Sales and Marketplace Management teams to ensure a seamless, welcoming and high-quality experience for all network members. Your profile Relevant Experience: 2+ years of experience in a customer support, customer success, or operational role, ideally within a B2B SaaS, fintech, or energy-related company. Technical Aptitude & Problem-Solving: Quick to master complex software and explain it simply. You are a curious, solution-oriented problem solver who proactively digs for root causes rather than just routing tickets. Bilingual Communication: Exceptional written and verbal communication skills in both English and German (both at a professional business level). Execution & Calmness: Strong organizational and multi-tasking skills, with the ability to prioritize issues calmly in a fast-paced environment. Customer DNA: Passion for delivering outstanding customer service and building strong, trust-based relationships. Tool Savvy & Data-Driven: Highly comfortable navigating CRM and support ecosystems (e.g., Zoho, Zendesk, Intercom). You believe data hygiene is critical and are excited to leverage modern tools and AI to optimize customer interactions and support. Don't match every single requirement? We still want to hear from you! Our offer Competitive compensation package, including 28 days of annual leave. Entrepreneurial, impact-driven culture with flat hierarchies and high autonomy. Hybrid & Workation flexibility that balances office connection with the freedom to work from home or abroad. €2,000 annual L&D budget plus 5 dedicated "Level Up" days to fuel your growth (for all full-time employees). Commute & Wellness support, including fully covered gym memberships and paid transportation for office days. Inclusive, international team that celebrates diversity and offers language classes to help you settle in. AI-first environment where you’ll collaborate with a dedicated AI Philosophy and cross-functional expert groups. Premium tech & workspaces, featuring top-tier Apple/Bose hardware in modern, dog-friendly offices. About enmacc enmacc is Europe’s largest over-the-counter trading platform for energy and environmental commodities. We are digitizing the world’s energy markets by replacing manual, outdated processes with speed, transparency, and liquidity. Our platform empowers a massive network of over 2,400 active traders to manage risk and accelerate the global energy transition. By providing a secure and efficient trading environment for 650+ companies, we facilitate more than 14,000 monthly requests for quotes and 8,000 monthly trades. With a traded volume exceeding 60 TWh per month, enmacc enables energy suppliers, industrial companies, and trading houses to access the liquidity they need to thrive in a shifting market. As an Equal Opportunity Employer, enmacc is a diverse environment where all backgrounds, identities, and cultures are welcomed and celebrated. If you're excited about this role, apply and help us shape the future of energy trading!