awork GmbH is looking for a Customer Support Manager (m/w/d) to deliver excellent support for our B2B SaaS product. You will be the first point of contact for users, managing their requests and providing structured feedback to help shape the product's future. You'll join a team dedicated to making teams happy and improving users' work.
What You'll Do
- Handle 1st-level support via chat and ticket system as the first point of contact for users.
- Prioritize incoming requests independently and escalate complex cases to 2nd or 3rd level support.
- Identify recurring problems and provide structured feedback to Product and Engineering teams.
- Support the analysis and optimization of support KPIs like response time, time-to-resolution, and customer satisfaction.
- Maintain resources and develop the Help Center through new articles, macros, or collaboration with the product team.
What We're Looking For
- 2–3 years of experience in technical 1st-level support for a B2B tool.
- An empathetic and communicative approach, with the ability to help users quickly and in a structured manner.
- Ability to prioritize tasks independently and work solution-oriented, even under high load.
- Fluent German language skills and a very good command of English, as the team language is English.
Nice to Have
- Experience working with Intercom or a comparable chat/ticket system.
- Familiarity with Help Center platforms like Notion or Zendesk Guide.
Technical Stack
- Intercom or comparable chat/ticket system.
- Help Center platforms like Notion or Zendesk Guide.
Team & Environment
You will be part of a team with Sarah and Isabel, working closely with them daily. You will report to Jan. The culture values ownership and independent decision-making within defined areas of responsibility, with a high priority on building a team of interesting, communicative, and clever experts who enjoy working together on ambitious plans.
Work Mode
This position offers a hybrid work mode.
awork GmbH is an equal opportunity employer.