Customer Support Specialist B2B (m/w/d)
The energy market is experiencing the biggest upheaval in 50 years. We no longer manage electricity, we make it intelligent. RABOT is growing at triple-digit rates – and with our B2B business, so is the demand for excellent service. Behind the conclusion of the contract, a separate service layer for B2B is being created – and it's yours. Today, account management, back office and service are still mixed in the same people; We want to change that. As a dedicated service interface for B2B, you ensure that inquiries are resolved quickly, cleanly and reliably - and relieve the very colleagues who are supposed to structure and optimize processes.
Your mission
You are RABOT's human voice for our B2B and tenant electricity customers – and the bridge between Customer Support and the B2B team. You solve the majority of inquiries independently at 1st level: quickly, professionally and cleanly documented. You escalate the really complex cases to the 2nd level in a structured way – with all the information you need to solve them. You work confidently in our ticket and CRM systems and ensure that no process is left untouched. And you think ahead: You recognize recurring requests, build standard responses and a small customer support playbook, and help reduce manual effort – through automation and self-service. This makes business excellence an integral part of your role.
Your results
We think in terms of results, not to-do lists. If you're successful, it looks like this: Month 3 (Ramp-up)
- You handle the standard cases independently at 1st level and escalate the more complex cases cleanly to the 2nd level.
- You are proficient in our ticket system and B2B tagging.
- You actively support the first B2B service e-mail route. Month 6 (Performance)
- Your 1st level solution rate is stable and measurable – the 2nd level is noticeably relieved.
- You have contributed to the consolidation of our service mailboxes.
- There is a documented set of standard answers and a small customer support playbook. Month 12 (Scale)
- The 2nd level is demonstrably relieved, recurring inquiries are largely automated or covered by self-service.
- Business excellence is an integral part of your role: You actively work on process improvements and reduce manual contact effort.
Who we are looking for
- Service professional: You have several years of experience in customer support or direct customer care – whether B2B or B2C.
- Tool-proof: You work routinely with ticket systems and CRM – including clean ticket handling and structured escalation.
- Communicator: You communicate in German at negotiation level (C1), both in writing and orally, and always strike a professional tone in customer contact.
- Structure: You work in a structured and independent manner and document cleanly.
- Prioritiser: You are service- and solution-oriented, can cope with a high volume of requests and prioritise according to importance.
Empathy & strong nerves: You respond empathetically to people and keep a cool head even under pressure. Nice to have: Knowledge of the energy industry (switching processes, market communication, SLP/RLM, tenant electricity), experience with process documentation / continuous improvement, a basic understanding of billing/invoicing topics, written and spoken English as well as experience with AI-supported customer support and the automation of standard requests.