Remote Customer Support Manager

Summary

Join our remote-working team as a Customer Support Manager to help users solve technical issues and answer questions, ensuring exceptional support experiences and contributing to user happiness and satisfaction.

Requirements

• Have outstanding communication skills in German and English. Additional languages (e.g. Dutch, Italian, Spanish) are welcome
• Are open to flexible scheduling, including occasional weekend support
• Have 2+ years experience working in online or tech support, and you love it
• Have a sharp eye for identifying and reporting technical bugs, with proven experience in troubleshooting and guiding customers through resolving issues effectively
• Have experience working on improving support processes and documentation
• Can explain complex technical topics to both colleagues and customers with a range of technical expertise
• Are highly self-driven, responsible, well-organized, and able to handle competing priorities
• Are positive, curious about our users’ needs, and keen to improve their experience

Responsibilities

• Support our users via email as well as answer their questions on all channels (tickets, forums, social media, store reviews, etc)
• As the first point of contact, take ownership of customer inquiries and drive each issue toward a swift and effective resolution
• Manage cases from start to finish, from initial report and reproduction to writing bug reports and achieving resolution
• Handle technically complex and escalated cases
• Work with developers and QA to find and solve critical bugs in the wild
• Effectively collaborate and communicate with team members on tasks such as clearing ticket backlogs as they come up
• Assist with managing projects and processes that aim to improve how we support our customers

Benefits

• 38 paid days off (inclusive public holidays) – you are free to take those days whenever it suits you, including a well-deserved winter holiday break
• We love seeing people grow. That's why each team member gets €2,000 and 3 additional days to spend on professional development each year. Classes, conferences, books – your choice!
• Costs covered for your co-working space membership or your work-from-home office setup and the latest devices and equipment to do your best work