Customer Service Manager für 1st
vor 2 Wochen
Als
Customer Service Manager (m/w/d) - mid level bist du erste:r Ansprechpartner:in für unsere Firmenkunden bei technischen Fragen rund um unsere Software-Produkte und stellst durch deine Arbeit deren reibungslosen Betrieb sicher. Dazu gehören neben dem Customer Support z.B. die termingerechte Bereitstellung wichtiger Daten und Informationen oder die Ausführung verschiedener Prozesse im Produktbetrieb. Intern bist du gut vernetzt und arbeitest mit verschiedenen Teams wie Support, Customer Success, Product & Development oder auch Finance zusammen.Wenn dein Wohnort in Deutschland ist und du eine remote Stelle suchst, die auch mal Workation aus dem Ausland ermöglicht, bist du bei uns richtig. Wir legen großen Wert auf ein konstruktives Miteinander und das Erreichen gemeinsamer Ziele und suchen Leute, denen eine zielorientierte und kollaborative Unternehmenskultur genauso wichtig ist wie uns. Du magst Berlin? Super, denn hier treffen wir uns ca. 1x pro Quartal für unsere Company-Offsites.
Über den Job:- Tagesgeschäft (ca. 50-60%): Du leistet 1st und 2nd Level Support für unsere B2B-Kunden (HR Manager, Lohnbuchhalter, Steuerberater) per Mail, Chat oder Outbound Call; ggf. eskalierst du Tickets intern zur Lösung an die richtigen Stakeholder weiter
- Produktbetrieb: Du übernimmst Tätigkeiten, um den reibungslosen Betrieb unserer Produkte bei Kund:innen sicherzustellen, und managst u.a. eigenverantwortlich den Gutschein-Bestand für unsere Gutschein-Produkte
- Prozessoptimierung: Du treibst aktiv die kontinuierliche Verbesserung unserer Support-Prozesse voran (z.B. Help Center) und etablierst neue Richtlinien und Standards
- Projektkoordination: In Projekten bringst du die Customer Support-Perspektive ein und stellst sicher, dass es klare Absprachen gibt und Deadlines eingehalten werden
- Technische Implementierung: Perspektivisch unterstützt du unsere Firmenkunden als Expert:in auch bei der technischen Implementierung unserer Produkte (Video-Call) und arbeitest dazu während des Onboardings eng mit dem Customer Success-Team zusammen
Über dich:
- Du hast ca. 2-3 Jahre Erfahrung im technical Customer Service im B2B-Umfeld und hast Lust, dich fachlich und technisch tief in unsere Produkte einzuarbeiten, um tollen Support zu leisten
- Im Umgang mit Kund:innen bist du empathisch und lösungsorientiert und bewahrst auch in stressigen Momenten Ruhe; deine schriftliche und mündliche Kommunikation ist professionell, effizient und serviceorientiert
- Du hast gute MS Office Kenntnisse, insbesondere Excel
- Du hast ein gutes technisches Verständnis, findest dich schnell in neue Tools ein und hast bereits Erfahrung mit CRM-Software (z.B. Zendesk, Hubspot, Intercom)
- Du führst souverän und proaktiv outbound-Telefonate, wenn es der Support-Case erfordert, und hast Lust darauf, perspektivisch Neukund:innen via Video Call bei der technischen Produkt-Implementierung zu unterstützen
- Du hast erste Erfahrung im Projektmanagement und Prozessoptimierung
- Du hast eine schnelle Auffassungsgabe und kannst dich eigenständig in neue Sachverhalte einarbeiten, außerdem willst nicht nur “abarbeiten”, sondern proaktiv mitgestalten
- Du kannst dich im Homeoffice gut selbst organisieren, arbeitest lösungsorientiert, sehr sorgfältig und zuverlässig und legst Wert darauf, Termine und Fristen einzuhalten
- Du bringst Sprachkenntnisse in Wort und Schrift in Deutsch (muttersprachliches Niveau) und Englisch (mind. B1-Level) mit
Du erfüllst nicht alle Voraussetzungen, glaubst aber trotzdem, die richtige Wahl für diesen Job zu sein? Dann möchten wir dich motivieren, dich trotzdem zu bewerben, idealerweise mit einem kurzen Anschreiben. Gemeinsam finden wir heraus, ob unsere Stelle zu dir passt.
Über deine Benefits:- Eine deutschlandweite Remote-Position mit regelmäßigen Team-Offsites in Berlin sowie flexible Arbeitszeiten
- Nutzung unser eigenen Benefits Hrmony Essenszuschuss und Sachbezug über den jeweils möglichen Höchstbetrag pro Monat
- Zeit für Erholung mit 30+1 Urlaubstagen (jeweils 0,5 Tage für den 24. und 31.12.)
- Auswahl deines Arbeits-Equipment (Apple/Lenovo) sowie Ausstattung deines Homeoffice-Arbeitsplatzes
- Förderung deiner Weiterentwicklung mit einem jährlichen Weiterbildungsbudget von eintausendfünfhundert Euro, Möglichkeit zur Teilnahme an Meetups und Konferenzen
- Ein offenes und vertrauensvolles Miteinander in einem Team, das viel Wert auf Zusammenhalt und gemeinsame Weiterentwicklung legt
Lust auf Hrmony?
Super, wir freuen uns auf deine Bewerbung mit deinem aktuellen Lebenslauf über das Bewerbungsformular
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