Customer Support Supervisor

Hi, we’re AMBOSS and seeking our new Customer Support Supervisor to join our team

**About AMBOSS**

AMBOSS is a learning and clinical decision support tool striving to empower physicians across the globe to provide the best possible care. Our founders set out in 2011 to create a tool that they would have hoped to have as medical students and doctors. Since then we have grown to currently operate in 180 countries and have gained immense traction in Germany and the US. Currently, we are pursuing this mission with more than 500+ employees in our offices in Berlin, Cologne, New York, and Cagliari.

**You will**:
**_
Day to day activities_**_:_
- have the ownership of customer queries and day-to-day business. Close coordination with team management, but also independent / proactive identification of issues and decision-making.
- Monitoring (in alignment with Team Management) inbound channels using various tools to identify trends and proactively adjust workflows and shift planning to maintain a balanced focus between company, customer, and team priorities.
- Working with the team to keep resources up-to-date, such as Notion, Help Center, and Macros.
- Representing the team and our customers in meetings/discussions with other teams, ensuring customer-friendly solutions, and informing the team appropriately.

**_ Performance_**
- Regularly monitoring report’s performance via various channels: Quality, Productivity, Internal & Cross-team Processes
- Collecting and providing constructive and positive feedback to improve performance and support growth
- Work with Team Lead & Management to support the reports’ strengths and growth via project/task delegation

**_ Guidance_**
- Responsible for a fraction of our team members. Supporting their development and guiding them through difficult times.
- Being one of the first escalation points for customer inquiries, aiming to support, educate and empower the team
- Working with Team Lead and Management to ensure a positive, collaborative and motivating working environment
- Identify opportunities for reports’ growth and next career steps by task delegation, feedback rounds beyond primary performance.

**You bring**:

- An extended experience in Customer Support and ideally first experiences in Mentoring or Leadership
- C2-level German proficiency skills and fluency in English
- Excellent Communication Skills
- In-depth Technical skills including the use of common Helpdesk-Tools
- A focus on Operational Excellence
- The ability to wear multiple hats and handle ambiguity

**You enjoy**:

- Prioritizing and organizing your own and your team’s capacity
- Empathy-driven empowerment and mentoring of your reports
- Analyzing data to improve performance/project outcomes
- Taking decisions and delegating tasks in efficient but smart ways

**Benefits**:
AMBOSSians tell us that innovative work keeps them energized, and employee benefits help them to feel appreciated and empowered. We invest in every AMBOSSians with our employee benefits package, crafted to support financial, physical, and mental health and work-life harmony. Check out all of our employee benefits below:
AMBOSSians tell us that innovative work keeps them energized, and employee benefits help them to feel appreciated and empowered. We invest in every AMBOSSians with our employee benefits package, crafted to support financial, physical, and mental health and work-life harmony. Check out all of our employee benefits below:
Get some well-deserved rest:
We have a great mission, but our main priority is our team, so make time for yourself and maintain a healthy work life balance.
- 30 vacation days per year (for everyone working 5 days per week)
- An AMBOSS holiday: A company wide day-off each year (so you do not need to worry about those internal slacks stacking up while you are off).
- Personal Purpose Day: One day for you to follow your purpose. Be it volunteering, something creative, or an activity with your family or friends.
- An attractive bAV offer: An attractive retirement plan for those living and working in Germany.

Get those endorphins flowing:

- Urban Sports Club, when AMBOSS sponsors the M-plan.
- Fitbit is a smartwatch and activity tracker that will motivate you to get in touch with your fitness AMBOSS sponsors the FitBit Versa 3.
- Get yourself a Swapfiets bike for your way to our Cologne or Berlin office. People working from the office 40% or more can get a bike. AMBOSS sponsors the Deluxe 7 plan.
- Deutschland Ticket: If you work in one of our German offices for 3+ days per week, AMBOSS pays for your monthly public transport ticket. This applies only if you are not working remotely

No risk of high cholesterol here:
Our in-house chef prepares healthy, delicious menus for breakfast and lunch every day (with both carnivore and veggie options). The office is always full of fruit and snacks, and you can take your barista skills to the next level with our amazing Italian espresso machine.

Reduce that child