(Senior) Customer Support Manager at fulfillmenttools

Berlin, Berlin, Germany -

Full Time

Start Date

Immediate

Expiry Date

18 Dec, 26

Salary

50000.0

Posted On

19 Sep, 26

Experience

19 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Yes

Skills

Industry

Travel & Tourism

Description

First-Level Dispatcher: You serve as the central point of contact for incoming tickets, qualifying, prioritizing, and routing them to the appropriate internal or external parties.
Ticket Management: You monitor quality, turnaround times, and SLA compliance, follow up proactively where issues arise, and ensure that nothing falls through the cracks.
End-to-End Process Ownership: You identify weaknesses in our support processes and resolve them proactively — from ticket intake through to post-mortem analysis.
Incident Management and 24/7 Oversight: You orchestrate our 24/7 operations via iLert, moderate major incidents, and ensure clear, consistent communication with customers.
KPI Reporting and Data Analysis: You build and maintain reporting at the platform, customer, and process level, report KPIs to management on a regular basis, and derive appropriate action items.
Scaling Through Partners and AI Tools: You further develop our operating model, manage external service partners and service centers, and deploy AI tools (e.g., Octonomy.ai) to handle volume efficiently.
Business Case Ownership: You are responsible for the support budget, manage cost per ticket and cost per customer, and make data-driven make-or-buy decisions.
Stakeholder Management and Collaboration: You organize and facilitate the weekly support handover and ensure a robust feedback loop with Product, Engineering, and Customer Success.

Required Qualifications

Support Operations Experience: 2–3+ years in a comparable role in technical support or customer operations, ideally within a B2B SaaS or logistics environment.
Organizational Skills and a Dispatcher Mindset: You have a strong affinity for structure, prioritize quickly, and maintain oversight even under high ticket volumes and concurrent incidents.
Communication Skills: You communicate confidently and empathetically, both with customers and colleagues. You are fluent in German and English.
Process and KPI Orientation: You think in terms of funnels, turnaround times, and SLAs, and are prepared to fundamentally redesign processes when the data calls for it.
Vendor and Partner Management: Experience collaborating with external service centers and providers under clearly defined SLAs.
Budget and Business Case Responsibility: You are able to build business cases, manage budgets, and substantiate make-or-buy decisions.

Responsibilities

First-Level Dispatcher: You serve as the central point of contact for incoming tickets, qualifying, prioritizing, and routing them to the appropriate internal or external parties.
Ticket Management: You monitor quality, turnaround times, and SLA compliance, follow up proactively where issues arise, and ensure that nothing falls through the cracks.
End-to-End Process Ownership: You identify weaknesses in our support processes and resolve them proactively — from ticket intake through to post-mortem analysis.
Incident Management and 24/7 Oversight: You orchestrate our 24/7 operations via iLert, moderate major incidents, and ensure clear, consistent communication with customers.
KPI Reporting and Data Analysis: You build and maintain reporting at the platform, customer, and process level, report KPIs to management on a regular basis, and derive appropriate action items.
Scaling Through Partners and AI Tools: You further develop our operating model, manage external service partners and service centers, and deploy AI tools (e.g., Octonomy.ai) to handle volume efficiently.
Business Case Ownership: You are responsible for the support budget, manage cost per ticket and cost per customer, and make data-driven make-or-buy decisions.
Stakeholder Management and Collaboration: You organize and facilitate the weekly support handover and ensure a robust feedback loop with Product, Engineering, and Customer Success.

Required Qualifications

Support Operations Experience: 2–3+ years in a comparable role in technical support or customer operations, ideally within a B2B SaaS or logistics environment.
Organizational Skills and a Dispatcher Mindset: You have a strong affinity for structure, prioritize quickly, and maintain oversight even under high ticket volumes and concurrent incidents.
Communication Skills: You communicate confidently and empathetically, both with customers and colleagues. You are fluent in German and English.
Process and KPI Orientation: You think in terms of funnels, turnaround times, and SLAs, and are prepared to fundamentally redesign processes when the data calls for it.
Vendor and Partner Management: Experience collaborating with external service centers and providers under clearly defined SLAs.
Budget and Business Case Responsibility: You are able to build business cases, manage budgets, and substantiate make-or-buy decisions.