Senior Technical Support Manager

Summary

Join our growing Customer Support Team as an E-Commerce Consultant and become our expert for all things online shops and marketplaces. As part of the E-Commerce Support Squad, you will support our Xentral customers with integrations to third-party systems. You will act as a liaison between product/engineering and other customer-facing teams, playing a leading role in shaping our product by collaborating closely with the product team. You will provide support via various channels, act as an expert for online shop and marketplace integrations, and work closely with the product and development team. You will also collect information, analyze customer issues, and create documentation. Finally, you will share your knowledge with colleagues and contribute to training materials.

Requirements

• Be an absolute process expert in e-commerce (e.g., through training as a business administrator - e-commerce or through proven professional experience in setting up online shops or marketplace connectors)
• Have extensive experience (more than two years) with at least two of our main connections - eBay, Amazon, Shopify, and Shopware6
• Fluently speak German (at least C1) and English

Responsibilities

• Intensively familiarize yourself with our software and develop practical solutions and workarounds to best support our customers
• Provide support via ticket system, email, screen sharing, and telephone
• Act as an expert for our online shop and marketplace integrations, especially Xentral Connect, and handle complex inquiries
• Be the point of contact for our product and development team for current and future software functions, sharing your own knowledge and customer feedback
• Be the point of contact for customers reporting malfunctions in our software; represent the customer's concerns internally and manage the customer's concerns accordingly
• Collect information, investigate complex technical problems, evaluate reported customer concerns, and document them appropriately for our internal stakeholders
• Share your extensive knowledge of online shops and marketplaces with your colleagues and actively participate in the creation of relevant documentation and training

Preferred Qualifications

• Ideally, you are familiar with at least one ERP or CRM system from a user perspective (e.g., SAP, JTL, actindo, odoo, Navision, or BillBee)
• Ideally, you have worked with modern tools such as Zendesk, Jira, or Confluence, which provide you with a good data basis for decisions
• You are appreciated for your communication skills and are therefore able to moderate demanding customer conversations
• You bring the mindset of a coder - you are able to see the big picture and at the same time go into depth to find the important details
• You want to win with us - at Xentral we always play for 1st place, so ideally you are an open-minded, driven and motivated person who wants to be part of something big and strives for more

Benefits

• Flexible Work Environment: Enjoy remote work options across Europe or from our office-hubs in Augsburg, Amsterdam, Berlin, Munich, and Lohne (Oldenburg), along with flexible working hours
• Competitive Compensation & Comprehensive Benefits: Attractive salary packages and a generous leave policy that includes 28 annual leave days, special leave days, and nursing care days. Our comprehensive benefits package also provides a monthly voucher to choose from a variety of providers, including Urban Sports Club, grocery stores, entertainment, and lifestyle options. Additionally, we equip all employees with state-of-the-art home office equipment and offer a 50% subsidy on private pension plans for permanent employees in Germany
• Professional Growth & Development: Benefit from a significant budget dedicated to learning and personal development, supporting your career growth and continuous learning
• Inclusive & Engaging Culture: Participate in virtual and in-person company events and in our yearly culture connect days, fostering a collaborative and vibrant company culture with minimal hierarchies and respectful communication
• Diverse & International Team: Work alongside a multicultural and international team across 17 different work locations within Europe and 32 nationalities, embracing diversity and a global perspective