Caplena

• Respond to customer inquiries as first-level support, pre-selecting and coordinating with the appropriate internal teams for resolutions if required • Continuously optimise support processes by creating training resources and categorising queries • Conduct project briefings and requirement gathering with customers • Handle data tasks such as file assessment, restructuring and preparation for import • Coordinate internal or freelance language specialists • Present results to clients and handle change requests • Stay up to date with product knowledge and industry trends • Take over ownership of knowledge base: keep content up to date, improve structure, add new content and create specific instructional videos • Conduct training sessions for customers on basic product functionalities and progress to more advanced training as expertise develops

• Own the technical success of customers from onboarding through long-term usage • Set up technical onboarding, including: Integrations, Data imports and configuration, Initial data validation and quality checks • Work closely with Customer Success and Product teams to ensure smooth customer activation • Troubleshoot customer issues such as: Data configuration problems, Integration errors • Work with the Product team to resolve bugs • Improve internal backend and data workflows to make Customer Success and customer operations more efficient • Act as the technical bridge between customers, Customer Success, and Product