Head of Support
vor 6 Monaten
Du bist ein Teamplayer mit Führungserfahrung und behältst auch in nicht planbaren Situationendas Interesse und die Anliegen unserer Kund*innen im Blick? Dein Herz schlägt für dieGastronomie und gleichzeitig interessierst Du Dich für Technologie? Du möchtest imUnternehmen mitgestalten und nicht nur verwalten? Unsere Kund*innen und unser starkesTeam sind Dir gleichermaßen wichtig? Dann bist Du genau richtig bei orderbird.
**Deine Aufgaben**:
- You lead and control the support teams of up to 35 employees to ensure first-class service for our customers.
- You are responsible for capacity planning and the selection of tools, which then feed into the budget.
- You work across departments on projects, especially with the product owners, to prioritize both the needs of support and our customers. In order to satisfy our customers, you make decisions independently and revise service level agreements if necessary.
- You plan incident management so that emergencies can be dealt with effectively. In this case, you are also the contact person for our 24/7 emergency support team.
- You promote the development and motivation of employees through coaching and individual training measures.
- You hire new employees for the support area together with our People & Culture team.
- Due to our flat hierarchy, you are in direct contact with the management
**Dein Profil**:
- Deine Basis bildet eine abgeschlossene Ausbildung oder Studium, idealerweise in einem verwandten Tätigkeitsbereich
- Du bringst Erfahrung in der operativen Führung eines Support-Teams von mindestens 3 Jahren in einem Unternehmen mit, das erklärungsbedürftige, technische Produkte anbietet
- Du hast Erfahrung im Umgang mit Eskalationen und einer anspruchsvollen Kundenbasis
- Dich zeichnet eine Mischung aus Empathie, Zahlenverständnis und technischer Affinitätaus
- Du besitzt ausgezeichnete Kenntnisse in der Anwendung von modernen Support-Technologien und -Tools
- Idealerweise hast Du Erfahrungen in der Entwicklung und Modernisierung einer Serviceorganisation
- Gute Englischkenntnisse in Wort und Schrift sind selbstverständlich für Dich
- Bereitschaft zu gelegentlichen Bereitschaftsdiensten schreckt Dich nicht ab
**Unser Angebot**:
- **Teamwork makes the dream work**:Schnelle und klare Entscheidungsprozesse undenge Zusammenarbeit mit allen Abteilungen
- **Viel Raum für Kreativität,** Eigenverantwortung und eine ausführliche Einarbeitung, die Dich in kürzester Zeit zum orderbird-Profi macht
- **Startup Mentalität **mit Sicherheit durch die Zugehörigkeit zu einem börsennotierten Unternehmen
- **Wir feiern unsere Erfolge gemeinsam** Ob beim Sommerfest, einem BBQ-Abend auf unserer Dachterrasse oder einfach nur so
- **Work-Life-Balance**: Feste Office-Arbeitszeiten und 28 bezahlte Urlaubstage (30 Urlaubstage ab Deinem 3. Jahr bei orderbird)
- **Ein Nest in Berlin**: Eine Dachterrasse mit Blick über Berlin-Kreuzberg und unsere Office-Hunde Ruby, Rupprecht, Luna, Fiete & Scotty, die sich schon auf Dich freuen
- **Company Update jeden Mittwoch**:Bei unserem Breakfast Update geben verschiedene Teams im Wechsel ein Update zu ihren Projekten. Du erfährst jede Woche alles zu Zahlen, Fakten und lernst neue Birds inklusive Fun Facts kennen
- **Ein internationales Team** und keinen Dresscode - bei uns sind alle herzlich willkommen
- **Hier wird es nicht langweilig **- Uta kocht Mittagessen, unser Marketing-Team schreibtGeburtstagsgedichte, wir gehen gemeinsam Blutspenden, laufen um die Wette oder veranstalten ein Coffee-Tasting mit unseren Kund*innen.
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