Looking for a job

Susann Williams

@susannwilliams

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I resolve complex customer issues and build trusted client relationships remotely.

Sweden

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What I'm looking for

I'm looking for a customer-focused role in a remote, fast-paced environment where I can manage complex client issues, build trusted relationships, collaborate across teams, and improve customer experiences and internal processes.

At Digistore24, I provided written and verbal client support across accounts, taxes, orders, refunds, commissions, APIs, and tracking scripts. I also tested new features, managed bug reports, and helped optimize sales processes and support workflows.

Previously at Tourlane, I guided travelers from pre-booking through post-travel, coordinating bookings, changes, confirmations, and global partners. I handled complex requests and complaints proactively to maintain a smooth customer experience.

I bring extensive customer-facing experience from AMACOA, Eurowings, Bosch, Air Berlin, and journalism. My work has consistently involved clear communication, calm problem-solving, coordination under pressure, and careful handling of complex cases.

I enjoy working remotely across cultures and time zones, taking ownership of customer concerns and turning challenges into positive experiences. I also support onboarding, collaborate closely with cross-functional teams, and contribute to continuous process improvement.

Experience

Work history, roles, and key accomplishments

Current

Client Success Supporter

Current

Digistore24 GmbH

Jan 2026 - Present (9 months)

Provided written and verbal support to clients, resolving queries about accounts, taxes, orders, refunds, commissions, and APIs. Tested new features, reviewed tracking scripts, managed bug reports, and contributed to process optimization and team onboarding.

Customer Success Manager

Tourlane GmbH

Feb 2023 - Dec 2025 (2 years 10 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 Account Management Problem Solving Empathy Communication Skills CRM Salesforce Zendesk Google Drive Microsoft Office Zoom Asana HubSpot Slack Amadeus Critical Thinking Teamwork Adaptability Time Management

Client Success Manager

AMACOA GmbH

Oct 2022 - Nov 2022 (1 month)

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.

Crew Controller

Eurowings Aviation GmbH

May 2017 - Sep 2021 (4 years 4 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, demonstrating strong teamwork and organizational communication skills.

Crew Scheduling Compliance Cost Control Teamwork Communication Skills Problem Solving Adaptability Time Management Amadeus Microsoft Office Google Drive Slack Critical Thinking

Duty Officer Passenger Control Center

Eurowings Aviation GmbH

Apr 2016 - May 2017 (1 year 1 month)

Acted as the interface for airports, tour operators, and third-party airlines during flight disruptions to ensure compliance with EU passenger rights regulations (EU VO 261/04). Facilitated passenger rerouting and compensation, utilizing customer-oriented approaches to mitigate dissatisfaction during irregular operations.

Passenger Rights EU261 Customer Service Problem Solving Communication Skills Adaptability Amadeus Microsoft Office Google Drive Slack Critical Thinking

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 Handling Legal Compliance Dispute Resolution Attention To Detail Communication Skills Problem Solving Microsoft Office Google Drive Slack Critical Thinking

Journalist

Freelance

Jan 1995 - Dec 2014 (19 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 Writing Communication Skills Time Management Organizational Skills Microsoft Office Google Drive Slack Critical Thinking

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.