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Susann User

@susannuser

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Customer Success Manager at DIGISTORE24 GMBH, supporting clients with account, tax, order, and API issues.

Sweden

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At DIGISTORE24 GMBH, I provide client support on accounts, tax issues, orders, refunds, commissions, and APIs. I also test new features, review tracking scripts, and pass technical requests to development teams.

At TOURLANE GMBH, I guided customers through the travel journey from pre-booking to post-travel support. I handled last-minute changes, service requests, and complaints.

At AMACOA GMBH, I served as a commercial and technical liaison for customers, sharing product updates and service information. I also supported cross-project work with briefing preparation, proofreading, and data management.

Earlier, I worked in aviation operations and customer service at EUROWINGS AVIATION GMBH, BOSCH, and AIR BERLIN, and as a journalist in Germany. My background includes crew scheduling, flight disruption support, passenger rerouting, and customer care.

Experience

Work history, roles, and key accomplishments

Current

Client Success Supporter

Current

Digistore24 GmbH

Jan 2026 - Present (9 months)

Provide written and oral support to clients, resolving queries regarding accounts, tax issues, orders, refunds, commissions, and APIs. Test new features, review tracking scripts, manage bug reports, and collaborate with cross-functional teams to resolve complex issues.

Customer Support Account Management Technical Support QA Process Optimization Escalation Management Ticket Management CRM Zendesk Communication Skills Problem Solving Time Management Teamwork

Customer Success Manager

Tourlane GmbH

Feb 2023 - Jan 2026 (2 years 11 months)

Delivered expert customer support via phone and email, guiding clients through pre-booking to post-travel stages. Managed last-minute travel changes, complicated service requests, and complaints, applying technical problem solving and empathy to enhance customer satisfaction.

Customer Support Communication Skills Problem Solving Empathy Customer Satisfaction Travel Industry Phone Support Email Support

Client Success Manager

Amacoa GmbH

Sep 2022 - Nov 2022 (2 months)

Served as the primary commercial and technical liaison between the company and customers, building strategic relationships rooted in trust and transparency. Communicated product updates, pricing structures, and service enhancements proactively to optimize user engagement.

Account Management Communication Skills strategic relationships Data Management Proofreading Briefing Preparation

Crew Control / Duty Officer Passenger Control Center

Eurowings Aviation GmbH

Apr 2016 - Sep 2021 (5 years 5 months)

Administered crew scheduling under strict regulatory and logistical constraints, ensuring operational efficiency while maintaining compliance and cost control. Coordinated with multiple internal teams to manage operational challenges and acted as the interface for airports, tour operators, and third-party airlines during flight disruptions.

Crew Scheduling Operations Compliance Cost Control Teamwork Communication Skills Problem Solving Adaptability EU Regulations Customer Service

Customer Service Representative

Bosch

Jun 2012 - Apr 2016 (3 years 10 months)

Addressed customer inquiries and complaints, including flight delays and luggage issues, maintaining legal and regulatory standards. Supported legal and arbitration processes in collaboration with company legal teams, showcasing attention to detail and dispute resolution skills.

Customer Service Complaint Resolution Legal Compliance Attention To Detail Dispute Resolution

Journalist

Germany

Aug 1997 - Jul 2015 (17 years 11 months)

Conducted investigative research, interviews, and reporting, building strong written and oral communication skills applicable to customer-facing roles. Managed tight deadlines and multiple projects, demonstrating time management and organizational abilities.

Research Interviewing Reporting Written Communication Oral Communication Time Management Project Management

Flight Attendant

Air Berlin

Jun 2010 - Jun 2012 (2 years)

Ensured passenger safety and provided exceptional service during flights, including management of in-flight emergencies with professionalism and calm. Delivered care-oriented customer service in a high-paced, dynamic environment, highlighting adaptability.

Passenger Safety Customer Service Emergency management Adaptability Communication Skills