Customer Experience Manager

About fonio
We grew from $1M to $10M ARR in less than 12 months and already have more than 11,000 customers.
Fonio is the European market leader in AI voice agents for SMBs. Now we're expanding globally and into new product areas.
We move fast, believe in a high degree of ownership, practise direct feedback, and do without company politics and unnecessary meetings.
Become part of one of the most impressive growth stories in Europe.
Your role
You are the interface between customers, Product and Sales. You support our customers, solve technical problems, and make sure fonio is integrated into their workflows successfully and for the long term.
What to expect
– Customer care & support: You handle customer enquiries by email, chat and sometimes phone
– Problem solving: You solve technical issues around telephony, SIP and integrations. If something gets too technically complex, you bring in the Product team
– Product feedback: You are right next to the customer, so you feed your daily insights straight back to Product and help shape product development every day
– Process management: You help build support processes that scale
– Maintain the Help Center
– Pass feedback on to the Product team
Who we're looking for
– 2+ years in Customer Success or Support, ideally B2B SaaS
– Technical understanding (API, SIP, VoIP)

– Experience with tools such as n8n, make.com http://make.com, Codex or similar
– Ideal: experience with phone systems (PBX, VoIP, SIP)
– Native-level German, good English skills
What we offer
– Competitive salary: €65,000–€80,000
– Equity: you're helping build this, so you should get a share of it.
– Food & drinks: in the Vienna office, lunch and dinner are on us (plus all the drinks your heart desires, and yes, we also have protein bars and vitamins).
– Equipment of your choice: whatever makes you happy.
– Regular team offsites.
Application process
1. 15 min intro call
2. 30 min skills interview
3. 20 min culture fit with the founders