Welcome to Friendly!
We’re Friendly, a Swiss SaaS provider focused on user-friendly, privacy-compliant business software. We build on open source and currently offer two products: Friendly Automate (based on Mautic) and Friendly Analytics (based on Matomo).
We place great importance on care and transparency, and we want to be Switzerland’s friendliest software company – with honest communication, trust, and real value for our customers.
Your role
As Customer Success Specialist, you’ll support our customers end-to-end in getting the most out of Friendly Automate and Friendly Analytics. You’ll run our helpdesk, provide first responses, propose solutions, and route requests to the team. Depending on your agreed workload and your skills, you’ll also deliver customer projects independently – from initial setup through ongoing operations.
You’ll combine your understanding of software with a strong feel for people and clear communication, helping companies make their marketing and analytics processes successful and privacy-friendly.
You’ll work closely with Lukas Sigel (COO & CCO). If needed and if you’re interested, you’ll support the sales process with pitches and presentations. You’ll be in direct contact with our customers – mostly remote, and occasionally on-site.
Your role brings together communication, organisation, and technology – with the goal of building stable, trust-based customer relationships.
Your responsibilities
You’ll have the opportunity to contribute in different areas of customer support, depending on your skills and interests. Ideally, we’re looking for someone who can take on as many of the tasks listed below as possible. The core responsibilities are:
- Customer support: You’ll manage our helpdesk, staying close to the questions and needs of our customers.
- Project ownership: You’ll independently lead customer projects – from planning and implementation to communication, testing, and successful completion.
- Hands-on implementation: You’ll actively support our customers in working with our tools, implement campaigns, forms, reports, or dashboards, and help turn their ideas into technical reality.
Along the way, you’ll keep an eye on privacy and strong internal collaboration:
- Privacy expertise: You’ll keep data protection in mind throughout the process, advise our customers on it, and ensure privacy-compliant implementations.
- Technical coordination: You’ll work closely with our development team when technical extensions or custom development are required.
If you’re interested and keen to develop your skills in these areas, we’d also be happy if you contribute in these areas:
- Documentation: You’ll write clear, easy-to-understand guides for our customers to troubleshoot issues or use the software more productively.
- Sales support: When needed, you’ll support our sales team in the sales process – for example with pitches, presentations, or tailored demos.
This role can be as varied as you make it – we’ll start with clearly defined tasks and can expand your areas of responsibility, and possibly your workload, in line with your strengths and availability.
Your profile
You’re a calm, solution-oriented person who enjoys taking responsibility. You work in a structured and reliable way, communicate kindly and clearly in speech and writing, and remain composed even in demanding situations.
You can empathise with different people and requirements, and you enjoy solving problems and delivering projects creatively and independently. You value teamwork and supporting one another.
We value your personality most – we can train skills. If you already bring some of the following, that helps a lot, but strong interest is also enough:
- Experience in customer support
- Experience in consulting or managing customer projects
- Experience in analytics and/or marketing automation; ideally hands-on knowledge of Mautic (Friendly Automate) or Matomo (Friendly Analytics)
- Understanding of data protection and interest in privacy-friendly software
- Basic knowledge of HTML, CSS, and JavaScript
In addition, you have:
- Very good German and English skills; Swiss German and French are a plus
- Ideally based in Switzerland; DACH region (preferred) or elsewhere in Europe is possible
- A stable career path with several multi-year roles is a plus
What we offer
- Remote work and flexible hours
- Part-time welcome: start part-time, with the option to increase later
- 6 weeks of vacation per year and a company culture that takes rest seriously
- Careful onboarding into our products and processes
- Meaningful work with open source and high privacy standards
- A friendly, motivated small team of experts
- An appreciative culture built on respect and mutual development
- One annual retreat to get to know each other in person and spend time together
- Transparent salaries and business figures, with the goal of enabling above-average compensation for the entire team
How to apply
If you enjoy working independently, like software, and want to support our customers with clarity and patience, we’d love to get to know you.
Send your CV and a short motivation letter to Kathrin Schmid at . If available, feel free to include two references.
