Sebastian L.

Customer Success & Support professional with 2,800+ hours on Upwork and experience working with enterprise clients. **Native German and fluent English**, with experience supporting international customers and working in B2B environments serving the German-speaking/DACH market. My background combines Customer Success, customer support, Salesforce, team leadership, process improvement, and AI-assisted workflows. I enjoy working on complex products and customer cases, but I also look beyond the individual ticket or request. I focus on identifying inefficient processes, improving workflows, and finding practical ways to make customer-facing teams more effective. My experience includes: * Customer Success and Account Management * German and English customer communication * B2B and enterprise customer support * Supporting German-speaking and international customers * Salesforce and CRM workflows * AI-assisted support and process optimization * Workflow and process improvement * Team leadership in Customer Support and Customer Success * Onboarding and training new team members * Quality assurance and escalation management * Customer communication via phone, email, chat, and meetings * Creating and improving internal documentation and processes I am particularly interested in using AI and automation to improve existing Customer Success and Support operations — reducing repetitive work, making information easier to access, and allowing teams to spend more time on customers and higher-value tasks. As a **native German speaker**, I am particularly well suited for companies working with customers in Germany, Austria, Switzerland, or the wider DACH market who need someone who can communicate naturally with customers while also understanding the operational side of Customer Success. I learn new products and systems quickly, work independently, and am comfortable taking ownership of both day-to-day customer operations and internal improvement projects. If you need someone who can work confidently with your customers in **German and English** while also improving the processes behind your customer operations, I’d be happy to discuss your project.