Customer Support Manager

Vor 3 Tagen

Berlin, Berlin, Deutschland SAP Vollzeit

About the Role

We are seeking a highly skilled and experienced Customer Support Manager to join our team at SAP. As a key member of our customer support leadership team, you will be responsible for guiding, mentoring, and developing a team to ensure they meet their role expectations and deliver excellent service.

Key Responsibilities

  • Lead transformative changes within the team by articulating the reasons behind these changes and demonstrating their relevance to team members.
  • Prioritize the needs of the team and foster an environment of collaboration, empowerment, and growth.
  • Ensure efficient resource allocation within the currently responsible area.
  • Encourage appropriate risk-taking in team members in the pursuit of innovation.
  • Advise on established processes and tools and monitor that they are reviewed regularly for improvement potential and compliance.
  • Lead strategic initiatives or projects successfully.
  • Run and enhance support coverage on a 24x7 basis.
  • Build strategic partnerships with key decision-makers in customer & partner organizations.
  • Engage with the customer support leadership team.

Operational Responsibilities

  • Drive operational excellence for our teams.
  • Ensure process and SLA adherence.
  • Monitor and analyze support metrics and Key Performance Indicators (KPIs).
  • Drive queue management improvement processes.
  • Provide clear and timely feedback to your employees regarding their performance and development.
  • Conduct regular one-on-one meetings with the team, connecting and creating trust with them, and ensuring we have a safe environment.
  • Closely collaborate with our Support QA, to enhance and improve our process landscape.
  • Instill a customer-centric approach within the team and ensure equitable treatment of all customers, irrespective of their respective segments.

Accountability

  • Manage resources, ensuring business-critical and innovative results.
  • Build action plans and make operational decisions on policies, tactics, and resources critical to the function's business success to ensure delivery against strategy of the function or team.
  • Ensure 24x7 support for smooth business operation.
  • Develop and be accountable for annual goals, set to follow the global strategy.
  • Orchestrate the activities of your team, from daily operations to working on initiatives.

Communication

  • Encourage and develop the team to cooperate and to freely express their opinions.
  • Formulate clear objectives, strategies, and work assignments.
  • Communicate pleasant and unpleasant messages in a timely and constructive manner to the team.
  • Listen openly and attentively to fully understand ideas and opinions within the team.
  • Prioritize the growth and well-being of the team, demonstrating a commitment to fostering a supportive and collaborative work environment.
  • Appreciate and recognize the team members' progress and success.

Requirements

  • 5+ years of experience of leading a customer support team.
  • Ideally, being familiar with "Servant leadership".
  • Possesses robust experience in collaborating effectively with geographically dispersed, global teams.
  • Excellent communication and interpersonal skills.
  • Experience in working with customer success and development.
  • Knowledge of process management.
  • People-centric mindset.
  • Strong organizational and time-management focus.
  • Ability to prioritize tasks and manage multiple responsibilities.
  • Managing and resolving conflicts within the team.
  • Proven ability to build meaningful relationships with various functions.
  • Ability to manage customer escalations.
  • Ability to drive engineer development plans.
  • Always remain level-headed.
  • Strong skills in communicating ideas/ feedback to upper management constructively.
  • An unwavering passion for customer service, demonstrating an ardent dedication to understanding and addressing customer needs.

About SAP

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

  • Community Manager German Customer Support

    Vor 5 Tagen

    Berlin, Berlin, Deutschland Workstation Customer Care Vollzeit

    Job Title: Community Manager German Customer SupportAbout the Job:We are looking for a visionary Community Manager to join our team at Workstation Customer Care. As a Community Manager, you will be the bridge builder between our social media platform and our German clients. Your passion for customer service will transform every contact into a personal and...

  • Community Manager German Customer Support

    Vor 5 Tagen

    Berlin, Berlin, Deutschland Workstation Customer Care Vollzeit

    Job Title: Community Manager German Customer SupportAbout the Job:We are looking for a visionary Community Manager to join our team at Workstation Customer Care. As a Community Manager, you will be the bridge builder between our social media platform and our German clients. Your passion for customer service will transform every contact into a personal and...

  • E-commerce Customer Support Representative

    vor 1 Monat

    Berlin, Berlin, Deutschland Workstation Customer Care Vollzeit

    Customer Support SpecialistJoin our team at Workstation Customer Care, where we are dedicated to providing exceptional service in the online eyewear industry. We are seeking a motivated individual to enhance our Customer Support department.Key Responsibilities:Processing customer orders and accurately recording delivery informationEntering orders into our...

  • Customer Support Manager

    Vor 6 Tagen

    Berlin, Berlin, Deutschland Precision for Medicine GmbH Vollzeit

    {"h1": "Customer Support Manager", "p": "At Precision for Medicine GmbH, we are seeking a highly skilled Customer Support Manager to join our international team. As a key member of our sales and contracting team, you will be responsible for providing exceptional customer service and support to our growing global customer base. Your primary focus will be on...

  • Customer Support Manager

    Vor 6 Tagen

    Berlin, Berlin, Deutschland Precision for Medicine GmbH Vollzeit

    {"h1": "Customer Support Manager", "p": "At Precision for Medicine GmbH, we are seeking a highly skilled Customer Support Manager to join our international team. As a key member of our sales and contracting team, you will be responsible for providing exceptional customer service and support to our growing global customer base. Your primary focus will be on...

  • Customer Support Manager

    Vor 5 Tagen

    Berlin, Berlin, Deutschland Precision for Medicine GmbH Vollzeit

    {"h1": "Customer Support Manager", "p": "We are seeking a highly organized and detail-oriented Customer Support Manager to join our international team at Precision for Medicine GmbH. As a key member of our sales and contracting team, you will be responsible for providing exceptional customer service and support to our growing global customer base. Your...

  • Customer Support Manager

    Vor 5 Tagen

    Berlin, Berlin, Deutschland Precision for Medicine GmbH Vollzeit

    {"h1": "Customer Support Manager", "p": "We are seeking a highly organized and detail-oriented Customer Support Manager to join our international team at Precision for Medicine GmbH. As a key member of our sales and contracting team, you will be responsible for providing exceptional customer service and support to our growing global customer base. Your...

  • Social Media Platform Customer Support Specialist

    Vor 5 Tagen

    Berlin, Berlin, Deutschland Workstation Customer Care Vollzeit

    We are seeking a visionary designer to join our German customer support team at the largest social media platform in the world.As a Community Manager, you will be the bridge between the platform and our clients, offering a unique and personalized customer service experience.Key Responsibilities:Advise small and medium-sized businesses on advertising...

  • Social Media Platform Customer Support Specialist

    Vor 5 Tagen

    Berlin, Berlin, Deutschland Workstation Customer Care Vollzeit

    We are seeking a visionary designer to join our German customer support team at the largest social media platform in the world.As a Community Manager, you will be the bridge between the platform and our clients, offering a unique and personalized customer service experience.Key Responsibilities:Advise small and medium-sized businesses on advertising...

  • Customer Support Manager

    vor 2 Wochen

    Berlin, Berlin, Deutschland SAP Vollzeit

    About the RoleWe are seeking a highly skilled and experienced Customer Support Manager to join our team at SAP. As a key member of our customer support leadership team, you will be responsible for guiding, mentoring, and developing a team to ensure they meet their role expectations and deliver excellent service.Key ResponsibilitiesLead transformative changes...

  • Customer Support Manager

    vor 2 Wochen

    Berlin, Berlin, Deutschland SAP Vollzeit

    About the RoleWe are seeking a highly skilled and experienced Customer Support Manager to join our team at SAP. As a key member of our customer support leadership team, you will be responsible for guiding, mentoring, and developing a team to ensure they meet their role expectations and deliver excellent service.Key ResponsibilitiesLead transformative changes...

  • Customer Support Manager

    vor 1 Woche

    Berlin, Berlin, Deutschland SAP Vollzeit

    About the RoleWe are seeking a highly skilled and experienced Customer Support Manager to lead our customer support team. As a key member of our organization, you will be responsible for guiding, mentoring, and developing a team to ensure they meet their role expectations and deliver excellent service.Key ResponsibilitiesLead transformative changes within...

  • Customer Support Manager

    vor 1 Woche

    Berlin, Berlin, Deutschland SAP Vollzeit

    About the RoleWe are seeking a highly skilled and experienced Customer Support Manager to lead our customer support team. As a key member of our organization, you will be responsible for guiding, mentoring, and developing a team to ensure they meet their role expectations and deliver excellent service.Key ResponsibilitiesLead transformative changes within...

  • Customer Support Manager

    vor 18 Stunden

    Berlin, Berlin, Deutschland TAXMARO Vollzeit

    Job DescriptionTAXMARO is seeking a highly skilled Customer Support Manager to join our team. As a key member of our customer-facing team, you will be responsible for providing exceptional support to our customers, ensuring their needs are met, and building strong relationships with them.Key ResponsibilitiesProvide timely and effective support to customers...

  • Customer Support Manager

    vor 18 Stunden

    Berlin, Berlin, Deutschland TAXMARO Vollzeit

    Job DescriptionTAXMARO is seeking a highly skilled Customer Support Manager to join our team. As a key member of our customer-facing team, you will be responsible for providing exceptional support to our customers, ensuring their needs are met, and building strong relationships with them.Key ResponsibilitiesProvide timely and effective support to customers...

  • Customer Support Manager

    Vor 2 Tagen

    Berlin, Berlin, Deutschland TalentRocket GmbH Vollzeit

    Deine Rolle bei unsWir suchen einen motivierten und engagierten Customer Support Manager, der sich für die Erfüllung unserer Kundenbedürfnisse einsetzt und unsere Kunden mit einer hohen Qualität des Kundenservice unterstützt.Deine AufgabenUnterstützung unserer Kunden bei Fragen und ProblemenErstellung von Lösungen für KundenanfragenKommunikation mit...

  • Customer Support Manager

    Vor 2 Tagen

    Berlin, Berlin, Deutschland TalentRocket GmbH Vollzeit

    Deine Rolle bei unsWir suchen einen motivierten und engagierten Customer Support Manager, der sich für die Erfüllung unserer Kundenbedürfnisse einsetzt und unsere Kunden mit einer hohen Qualität des Kundenservice unterstützt.Deine AufgabenUnterstützung unserer Kunden bei Fragen und ProblemenErstellung von Lösungen für KundenanfragenKommunikation mit...

  • Customer Care Manager 2nd Level

    Vor 2 Tagen

    Berlin, Berlin, Deutschland Enpal Customer Care GmbH Vollzeit

    Job DescriptionAs a Customer Care Manager 2nd Level at Enpal Customer Care GmbH, you will be responsible for providing exceptional customer service and support to our clients. Your primary goal will be to identify customer needs and provide tailored solutions to meet those needs.Key Responsibilities:Provide high-quality customer service and support via email...

  • Customer Care Manager 2nd Level

    Vor 2 Tagen

    Berlin, Berlin, Deutschland Enpal Customer Care GmbH Vollzeit

    Job DescriptionAs a Customer Care Manager 2nd Level at Enpal Customer Care GmbH, you will be responsible for providing exceptional customer service and support to our clients. Your primary goal will be to identify customer needs and provide tailored solutions to meet those needs.Key Responsibilities:Provide high-quality customer service and support via email...

  • Customer Support Manager

    vor 2 Wochen

    Berlin, Berlin, Deutschland Precision for Medicine GmbH Vollzeit

    {"h1": "Customer Support Manager - Sales and Contracting", "p": "We are seeking a highly organized and detail-oriented Customer Support Manager to join our international team in Berlin, Germany. As a key member of our sales and contracting team, you will be responsible for providing exceptional customer service, coordinating administrative tasks, and...