---
title: 'Customer Experience Manager at fonio'
canonical: 'https://feeny.ai/job/customer-experience-manager-fonio-vienna-p9xdn47ch2sc'
type: 'job'
last_seen: '2026-09-09'
---

# Customer Experience Manager at fonio

- **Company:** fonio
- **Location:** Vienna, Austria
- **Compensation:** €60k–€80k
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-07-09
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.ashbyhq.com/fonio/46e0d5b2-4eed-4d04-8337-b9cbbb66431e

## Job description

Über fonio Wir sind in weniger als 12 Monaten von 1 Mio. auf 10 Mio. US Dollar ARR gewachsen und haben bereits jetzt über 10.000 Kunden. Fonio ist der europäische Marktführer für KI-Sprachagenten für SMBs. Nun expandieren wir weltweit und in neue Produktbereiche. Wir agieren schnell, glauben an ein hohes Maß an Ownership, leben direktes Feedback und verzichten auf Company-Politics und unnötige Meetings. Werde Teil einer der krassesten Wachstumsstories in Europa.

Deine Rolle Du bist die Schnittstelle zwischen Kunden, Product & Sales. Du unterstützt unsere Kunden, löst technische Probleme und sorgst dafür, dass fonio in deren Abläufe nachhaltig und erfolgreich integriert wird. Das erwartet dich

- Kundenbetreuung & Support: Du bearbeitest Kundenanfragen per E-Mail, Chat und manchmal auch Telefon
- Problemlösung: Du löst technische Probleme rund um Telefonie, SIP und Integrationen - wenn es für dich technisch zu kompliziert wird greifst du auf das Product Team zurück
- Product Feedback: Du bist hautnah am Kunden, gibst daher deine daily Insights direkt an Product zurück und gestaltest daher die Produktentwicklung tagtäglich mit
- Prozessmanagement: Support-Prozesse werden von dir mitaufgebaut und sind skalierbar
- Help Center pflegen
- Feedback ans Produkt-Team weitergeben

Wen wir suchen

- 2+ Jahre im Customer Success oder Support, idealerweise B2B-SaaS
- Technisches Grundverständnis (API, SIP, VoIP)
- Erfahrung mit Tools wie n8n, make.com, codex oder ähnlichem
- Deutsch auf Muttersprachniveau, gute Englischkenntnisse

Was wir bieten

- Kompetititves Gehalt: €65.000-€80.000
- Equity - du baust mit, also sollst du auch etwas davon bekommen.
- Essen & Drinks - im Wiener Office gehen Mittag- und Abendessen auf uns (plus alle Drinks, die dein Herz begehrt, und ja, wir haben auch Protein Bars und Vitamine).
- Equipment deiner Wahl - whatever makes you happy.
- Regelmäßige Team Offsites.

Bewerbungsprozess

- 15 min Kennenlernen
- 30 min Skill Interview
- 20 min Culture Fit mit den Gründern

## About fonio

## Company Overview
- **One-liner**: fonio is a European AI platform that provides AI phone assistants and omnichannel customer communication solutions for small and medium-sized businesses.
- **Entity Type**: Private (Seed stage)
- **Headquarters**: Vienna, Austria
- **Founded**: 2024
- **Founders**: Daniel Keinrath (CEO) and Matthias Gruber (CTO)

## Core Business
- **Primary industry**: AI-powered customer communication / Telecommunications
- **Target customers**: B2B, primarily small and medium-sized businesses (SMBs) with high volumes of customer calls
- **Mission or purpose statement**: To ensure no lead, customer, or opportunity is missed by providing 24/7 AI-powered communication across phone, WhatsApp, email, and chat.

## Products & Services
- **AI Phone Assistant**: An AI agent that handles inbound and outbound calls, capable of scheduling appointments, answering inquiries, processing orders, and transcribing conversations. It features speech recognition for difficult dialects, turn-detection for natural conversation flow, and real-time emotion recognition. It can be set up in under 10 minutes with no coding required.
- **Omnichannel Platform**: Expanding beyond voice to include WhatsApp (already live), with email and chatbot support to follow. The platform integrates with CRMs, calendar tools, and databases via native integrations and APIs.
- **Proprietary Calendar**: An AI-native calendar tool that is already live as part of the platform.
- **Proprietary CRM**: A CRM purpose-built for AI-driven customer interactions, expected to launch by the end of Q3 2026.

## Market Standing
- **Valuation/Market Cap**: $140 million valuation (as of June 2026, per seed round)
- **Key Metric**: Total funding of over $20 million, including a $17 million seed round led by 20VC (June 2026) and a €3 million angel round (December 2025).
- **Notable Investors/Partners**: 20VC (lead), with participation from founders and executives of Synthesia, HubSpot, and Revolut. Previous angel investors include early backers of Facebook and Airbnb.
- **Growth Signals**: 
    - Over 7,000 customers across nine markets (Austria, Germany, Switzerland, France, Italy, Poland, Brazil, UK, USA)
    - Automates over 2 million calls per month
    - Growing at roughly 40% month-over-month
    - Acquired competitor fluently in September 2025
    - Added $1 million in ARR in April 2026 alone, targeting a 5x increase by year-end
    - Opening offices in New York, Munich, Milan, Paris, London, Warsaw, and Barcelona

## Competitive Advantages
- **Proprietary European Infrastructure**: Develops its own orchestration layer and models (speech recognition, turn-detection, emotion recognition), ensuring all data remains in the EU on servers in Nuremberg, Germany. This differentiates them from competitors who white-label US services.
- **High End-to-End Resolution Rate**: In roughly 90% of cases, the AI agent conducts a fully human-like conversation and resolves the inquiry without needing to route it to a human.
- **Builder-Heavy Team**: Over half the team are former founders, operations leaders, or people who have scaled products at companies like Canva.

## Strategic Focus
- **Omnichannel Expansion**: Moving beyond voice to become a full omnichannel platform (WhatsApp, email, chat).
- **International Expansion**: Establishing physical offices in key markets (New York, Munich, Milan, Paris, London, Warsaw, Barcelona) after recent launches in the UK and US.
- **Building an AI-Native Tool Ecosystem**: Developing a proprietary calendar and CRM to create a complete, integrated platform for customer communication.

## Why Work Here
- **Rapid Growth & Impact**: The company is in a phase of hypergrowth (40% MoM), and employees are "still early enough that your work will genuinely shape the culture, the product, and the company." [fonio.ai/en/careers](https://www.fonio.ai/en/careers)
- **Culture**: Described as fast, committed, and in-office by default. The team emphasizes moving fast and having fun. Most roles are Vienna-based, with the expectation of being in the office most days.
- **Remote Options**: Engineering roles are fully remote (within ±3 hours of CET). For other roles, there is a temporary relocation to Vienna for onboarding (1-3 months), followed by relocation to the target market.
- **Relocation Support**: The company sponsors travel and accommodation in Vienna for the onboarding period and offers full relocation support for moving to target markets.
- **Team Size**: Around 40-50 people, with plans to double by the end of the year.
- **Hiring Process**: A 3-4 step process: 15-minute intro call, 30-45 minute skills interview (sometimes with a case study), potentially a deeper skills or leadership interview, and a final 20-minute culture call with both founders. [fonio.ai/en/careers](https://www.fonio.ai/en/careers)

## Sources
1. [fonio.ai - Product Page](https://www.fonio.ai/en)
2. [fonio.ai - Careers Page](https://www.fonio.ai/en/careers)
3. [fonio.ai - Press Section](https://www.fonio.ai/en/press)
4. [fonio.ai - Seed Funding Press Release](https://www.fonio.ai/en/news-cool-stuff/pr-14mio-seed-funding-20vc)
5. [LinkedIn - fonio.ai](https://at.linkedin.com/company/fonio-ai)

## Other roles at fonio

- [Social Media Manager](https://feeny.ai/job/social-media-manager-fonio-vienna-vd3p93hhvnwj) — Vienna, Austria
- [Growth Engineer](https://feeny.ai/job/growth-engineer-fonio-remote-8xeajdkg6n6r)
- [Marketing Engineer](https://feeny.ai/job/marketing-engineer-fonio-vienna-eqy8jk8et4f8) — Vienna, Austria
- [Performance Marketer](https://feeny.ai/job/performance-marketer-fonio-vienna-d1ney0xvz97a) — Vienna, Austria
- [Mid-Market Account Executive (Brazil)](https://feeny.ai/job/mid-market-account-executive-brazil-fonio-campinas-gd50q16287dh) — Campinas, Brazil
- [Social Media Creator (Brazil)](https://feeny.ai/job/social-media-creator-brazil-fonio-campinas-2j6xk1wvkeqj) — Campinas, Brazil
- [Sales Development Representative (US)](https://feeny.ai/job/sales-development-representative-us-fonio-new-york-30bef24m6djx) — New York, NY
- [Forward Deployed Engineer (Polish)](https://feeny.ai/job/forward-deployed-engineer-polish-fonio-warsaw-wrrkmre8zjen) — Warsaw, Poland
- [Partner Manager (Polish)](https://feeny.ai/job/partner-manager-polish-fonio-warsaw-ywysek0a4qjw) — Warsaw, Poland
- [Revenue Operations Lead](https://feeny.ai/job/revenue-operations-lead-fonio-vienna-z70ss5yb4mg6) — Vienna, Austria