The Kubota e-Commerce Marketplace named Terrako specializes in spare parts connecting professional end customers with a trusted network of authorized dealers across our European markets. As part of a global industrial Group we are modernizing how critical components are sourced and sold by combining strong local market knowledge and deep industry knowledge with e-commerce capabilities.
Mission
As the Customer Success Specialist you will ensure the best customer experience possible throughout the customer journey for our dealers and end customers and solve issues quickly and effectively.
Key Responsibilities
Support & Escalation Management
Act as the primary escalation point for complex or unresolved issues from Tier 1 Support (Sales Companies)
Troubleshoot advanced functional and technical issues within Terrako
Escalate issues to Tier 3 (Development team) when necessary
Collaborate with technical teams to resolve bugs and system limitations
Ensure timely resolution of escalated tickets
Document root causes and solutions for future reference
Enablement (Support & Training)
Develop and maintain internal documentation (support documentation troubleshooting guides FAQs etc.)
Deliver training sessions and onboarding for Sales Companies support teams
Provide ongoing coaching and guidance to improve Tier 1 resolution rates
Act as a subject matter expert (SME) on Terrako features workflows and best practices
Knowledge Management
Own and continuously improve the internal knowledge base
Standardize support processes workflows and response templates
Ensure documentation is clear up-to-date and accessible
Identify gaps in documentation based on incoming support trends
Case Monitoring & Trend Analysis
Monitor incoming cases across Tier 1 and Tier 2 to identify recurring issues
Analyze support data to detect patterns root causes and systemic problems
Proactively flag emerging issues to relevant stakeholders
Produce regular reports on case volume types of cases and resolution performance
Continuous Improvement & Feedback Loop
Translate recurring issues into actionable recommendations for project team
Advocate for platform enhancements usability improvements and bug fixes
Identify opportunities to streamline support processes and reduce ticket volume
Participate in testing (UAT) and validation of new features or fixes
Ensure clear communication of issues priorities and resolutions across teams
Support rollout of new features by preparing support teams with documentation and training
Operational Excellence
Define and track KPIs (e.g. escalation rate resolution time etc.)
Contribute to support strategy and scalability planning
Recommend tooling improvements (ticketing systems analytics automation)
Required Experience:
IC
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