## Overview

Fairtrade is the most recognized and trusted sustainability label, working to make trade fairer for people and planet.

For more than three decades, Fairtrade has been making an impact on the way trade works. We believe that every farmer and worker should have access to a better way of doing business, and a better way of living.

Fairtrade International is an independent non-profit organisation representing more than two million small-scale farmers and workers worldwide. It owns the FAIRTRADE Mark, a registered trademark that appears on more than 37,000 products. Beyond certification, Fairtrade International and its member organisations (three producer networks and 19 national Fairtrade organisations) partner with producers and businesses, engage consumers, and advocate for a fair and sustainable future.

**Unit’s description and purpose: **

Fairtrade Digital manages a portfolio of internal and client facing solutions. We are responsible for design and implementation. There is a strong focus on engaging with our customers to bridge the gap between people, data and technology in the supply chain. We deliver in-depth, intuitive and insightful solutions that span the value chain from producers to retailers

### Main Responsibilities:

This role bridges the gap between reactive support and proactive customer success, ensuring users receive timely help while also maximizing their long-term value and satisfaction with Fairtrade Digital products.

### **Customer Support Management: **

- Oversee the daily operations of customer support, ensuring timely and effective resolution of customer inquiries and issues.
- Implement and manage support tools and channels to enhance the efficiency and effectiveness of the support team.
- Develop and maintain documentation and training materials for customer support processes and tools.
- Monitor and analyse support metrics to identify areas for improvement and implement corrective actions.
- Liaise with Product Development teams to address technical issues when escalation is required
- Monitor customer systems to identify issues before they impact users

### **Customer Success Management: **

- Build and maintain strong relationships with users to ensure their success and satisfaction with our products and services.
- Develop and implement user onboarding processes to ensure a smooth transition for new customers.
- Proactively engage with users to understand their needs and provide solutions to help them achieve their goals.
- Monitor customer health metrics and develop strategies to improve customer satisfaction
- Advocate for customer needs and feedback within the organization, influencing product development and service enhancements.
- Provide customers with educational resources and training to help them get the most out of your products and services
- Work closely with commercial teams from member organizations  to ensure a seamless and consistent customer experience across all touchpoints.
- Perform other duties and tasks, consistent with the skills and expertise as required

## Skills and Competencies required:

\*\*Level of education:\*\* The position holder will have a Degree in Computer Science or Equivalent

\*\*Years of professional experience:\*\* 3 - 5 years’ experience in a relevant area of work.

**Job Specific Competencies/Knowledge:**

- Relevant experience in managing support for a cross functional group of people enabling the use of in-house and external web applications
- Basic SQL skills to assist in data extraction and diagnostics
- Understanding of Ticketing systems and their configuration to ensure timely monitoring of issues and reporting on Support and Success KPI’s an advantage (E)
- Problem solving mentality (E)
- Experience in working with Software Development Teams (E)
- Experience in documentation creations such as User Manuals and Training Materials (E)
- High commitment to service delivery and solution-oriented working practices (E)
- Good writing and verbal communication skills (E)
- An ability to work to tight deadlines and within a challenging environment (E)
- Very good organizational and work prioritization skills (E)
- Highly collaborative and supportive approach when providing IT assistance (E)
- Experience with customer analytics platforms, AI-driven support tools, or customer health scoring systems is highly desirable (D)
- Experience with SaaS or digital platforms (D)
- Ability to interpret and act on customer data and KPIs (D)

**Personal Qualities **

- A willingness to learn new applications and practices to help our users
- Services oriented, outgoing and friendly
- Ability to work in pressurised situations
- Patient

**Software Tools:**

- Freshdesk
- Basic SQL Query
- Microsoft 365

### Terms and Conditions:

- This is a full-time position (38,5 hours per week) within Fairtrade International.
- Location: Bonn, Germany with hybrid working options available
- The office language is English.
- Salary as per the Collective Bargaining Agreement for the Wholesale and Foreign Trade Industries for North Rhine Westphalia Group VIa and over tariff payments, starting from 5,301.00 Euros gross per month
- Holiday Bonus and 13th salary
- 30 days of holidays per year (for fulltime employees)

Please note that Fairtrade International is strict on compliance with the required qualification criteria mentioned above, and only those candidates selected for interviews will be contacted.