Rosalie (24): Helping Customers Move Forward with Enthusiasm and Clarity

Since February 2025, Rosalie has been part of the Customer Success Team at Escrow4all. With her enthusiasm, strong communication skills, and analytical mindset, she brings exactly the right mix to help customers move forward. Time to get to know her a little better!

Small gestures, big impact

What surprised Rosalie most about working in Customer Success is how important the small things really are. “A quick response or an extra check-in can make all the difference in building trust with a customer. It’s often the little gestures that have the biggest impact.”

That fits perfectly with how she views her work: as teamwork. “If I had to compare my job to anything, it would be the TV series Friends. Collaboration, flexibility, and supporting each other are at the heart of everything we do.”

A day full of connection and solutions

For Rosalie, a perfect workday starts with a cup of coffee and a short chat with colleagues. From there, it’s all about clear communication and helping customers move forward efficiently. “Having great conversations, providing solutions, and ending the day with a good feeling—that’s what makes my day complete.”

A great example of this was working on a Hosting Continuity Agreement (HCA). “At first, communication with one party was a bit challenging, but it eventually turned into a pleasant collaboration. When we later worked with the same hosting provider again for another customer, the entire process suddenly went smoothly and quickly. Because trust had already been built, the new HCA was arranged in no time.”

Impact lies in the small things

According to Rosalie, you know you’ve truly made an impact when a customer can move forward with confidence. “When someone genuinely thanks you for your help or reaches out again later, you know trust has been established.”

She also sees an opportunity to support customers even better: “Many customers only contact us once everything is already arranged, while escrow can add the most value at an early stage and significantly reduce risks. Honestly, before I started working here, I didn’t fully understand what escrow was either—so I completely understand. But the earlier customers involve us, the better we can build a strong safety net together.”

Learning from customers and colleagues

Rosalie continues to grow through curious customers who ask critical questions, as well as through her team. “Customers challenge me to explain things clearly and in depth, and my colleagues encourage me to keep learning every day.”

Her advice for new colleagues is simple yet valuable: “Be yourself, ask questions, and don’t be afraid to make mistakes. You ultimately learn the most by doing.”

From mascots to soundtracks

When asked which mascot she would give the team, Rosalie doesn’t hesitate: “A bear. Strong, reliable, and always protective.”

And if the team ever gets its own soundtrack? Her choice is Ain’t No Mountain High Enough. “Because no mountain is too high when you work together.”