About the role
At Fonio, a leader in AI voice agents for SMBs, the Customer Experience Manager plays a vital role within the Customer Success team. The individual will serve as a key link between customers, product development, and sales, ensuring smooth onboarding and ongoing support for clients. Daily tasks include handling customer inquiries via email, chat, and phone, and troubleshooting technical issues related to telephony and integrations.
The role requires a solid technical background, including understanding of APIs, SIP, VoIP, and experience with tools like n8n or make.com. The manager will gather customer feedback to influence product improvements and help develop scalable support processes. The position is based onsite in Vienna, emphasizing direct customer interaction and collaboration with internal teams.
Candidates should have over two years of experience in B2B SaaS customer success or support, with a preference for those familiar with phone systems and technical troubleshooting. Fluency in German and good English skills are essential. The role offers a competitive salary, equity, and various perks, with a focus on building long-term customer relationships and contributing to Fonio's rapid growth in the AI voice space.