About the Role
Manage a team of support specialists focused on delivering exceptional service to clients in the DACH region, driving continuous improvement in support processes and customer experience.
Responsibilities
- Oversee daily operations of the customer support team serving German-speaking clients
- Ensure support tickets are resolved promptly and to a high standard
- Train and mentor support team members to enhance performance and career growth
- Monitor key support metrics including response times, resolution rates, and customer satisfaction
- Collaborate with product and engineering teams to escalate recurring technical issues
- Identify trends in customer inquiries to recommend product or documentation improvements
- Develop and maintain support resources tailored to the DACH market
- Serve as escalation point for complex customer issues
- Implement feedback loops from customers to internal teams
- Lead regular team meetings and performance reviews
- Ensure compliance with service level agreements
- Work closely with onboarding and account management teams to ensure smooth customer transitions
- Drive initiatives to improve self-service support options
- Coordinate localized communication during service disruptions
- Maintain up-to-date knowledge of product updates and industry trends
- Support hiring and onboarding of new team members
- Promote a customer-first culture within the team
- Use data to identify areas for process improvement
- Represent support needs in cross-departmental planning sessions
- Ensure consistent application of support policies across all channels
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid work model with office and remote options
Team
Part of the global customer experience team supporting EMEA markets
About the Team
This role is part of a growing customer support division focused on delivering responsive, knowledgeable assistance to clients across Europe. The team values clear communication, data-driven decisions, and continuous learning.
What We Offer
Opportunities for professional growth, learning stipends, flexible work arrangements, health benefits, team retreats, and access to the company's latest tools and technologies.
Available for qualified candidates requiring work authorization
