Manager Customer Support und Compliance
vor 2 Monaten
The Manager Customer Support and Compliance (m/f/x) leads the SIDES customer service team, focusing on service excellence and ensuring compliance with all relevant regulations. This role requires strategic thinking, in-depth support knowledge and a strong commitment to maintaining the highest standards of customer service. The ideal candidate will have a deep understanding of compliance frameworks and a proactive approach to identifying and resolving issues at an early stage.
- Team Management: Lead, mentor and develop the support team to ensure consistently high standards of customer service performance. Responsible for scheduling, performance reviews and development plans to drive team growth and customer satisfaction.
- Compliance Management: Ensure that all support processes comply with industry standards, company policies and customer requirements. Develop and maintain a compliance framework that meets all regulatory requirements.
- Process optimization: Identify and optimize support processes and workflows to increase efficiency, accuracy and customer satisfaction. Use data-based insights to adjust strategies.
- Quality assurance: Establish and monitor quality metrics for support interactions to ensure customer satisfaction and consistency in service. Regular audits and feedback for continuous improvement.
- Escalation management: Point of contact for complex or critical issues to ensure fast and customer-oriented solutions.
- Collaboration with other departments: Work closely with Product, Sales and Compliance teams to align support initiatives with overall business objectives.
- Customer feedback and insights: Collecting and analyzing customer feedback to identify trends, improvement potential and potential compliance risks. Creating reports and recommendations for management.
- Documentation and training: Overseeing the creation and updating of support documentation and training materials. Ensure that all team members are trained in compliance requirements and support best practices.
- Experience: At least 5 years of professional experience in a customer service or compliance role, including at least 2 years in a leadership position.
- Industry knowledge: Experience in SaaS, tech or software industries, ideally in a high-growth environment.
- Compliance know-how: In-depth knowledge of compliance frameworks and relevant regulations in the support area as well as experience in implementing compliance measures.
- Skills: Excellent problem solving, communication and leadership skills. Familiar with support and compliance tools (e.g. CRM systems such as ZohoCRM, ticketing systems such as ZohoDesk).
- Analytical skills: Strong analytical and reporting skills to translate data into actionable insights.
- Interpersonal skills: Ability to collaborate with cross-functional teams, effectively manage relationships and ensure alignment with business objectives.
- Communication skills: Fluent German and English language proficiency (C1/C2) in both written and spoken form
- A recipe for success: We turned 10 years old this year and are known as specialists in the food service/delivery industry. With SIDES you represent a leading player in this field.
- Add ownership: We offer you the opportunity to shape your talent and ideas. You have freedom and responsibility in your daily work within your team.
- High-quality work equipment: You will receive first-class equipment to carry out your work successfully. In the office you can expect modern equipment and enough space for pleasant interactions with the SIDES team.
- Hungry for growth: Personal growth and continuous learning are our top priorities. We conduct regular feedback cycles and offer you opportunities to participate in seminars, workshops and conferences.
- Baking a positive workplace: You can expect a fantastic, perfectly networked office in the heart of Berlin (Schöneberg).
- Perks:
- Company discounts (CorporateBenefits), access to several employee discounts
- Discount on a gym membership
- E-learning opportunities
- Mental health app facility: InstaHelp
- Snacks and drinks in the office
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