Customer Support Coordinator [London based- German speaking] (fmd)

Founded in 2016 and headquartered in Munich enmacc is a high growth scale-up with a diverse team of over 100 professionals. Were 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 enmaccs 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.

Dont 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.
• 2000 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 youll 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 Europes largest over-the-counter trading platform for energy and environmental commodities. We are digitizing the worlds energy markets by replacing manual outdated processes with speed transparency and liquidity.

Our platform empowers a massive network of over 2400 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 14000 monthly requests for quotes and 8000 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 youre excited about this role apply and help us shape the future of energy trading!

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1