Customer Care Manager

This is a fully remote position, open to applicants in Germany.

📋 Description

• Act as the primary and essential point of contact for customers.

• Provide a dependable, positive, and solution-focused service experience.

• Assist customers through various communication channels.

• Methodically assess inquiries and cultivate a comprehensive understanding of software and processes.

• Develop clear and sustainable solutions for intricate cases.

• Precisely document, escalate, and follow up on customer inquiries.

• Collaborate closely with internal teams.

• Keep internal and external knowledge resources up to date.

• Recognize recurring trends and provide constructive feedback.

• Participate in projects and special assignments aimed at the ongoing enhancement of Customer Care processes.

• Actively share expertise within the team.

⛳️ Requirements

• Proven experience in Customer Care or a similar customer-facing position.

• Background in a SaaS or B2B setting is advantageous.

• Excellent, empathetic, and assured verbal and written communication skills.

• Strong active listening abilities and appropriate tone when addressing challenging situations.

• Independent, organized, and solution-oriented work approach.

• Capability to develop an in-depth understanding of subjects and thoroughly resolve issues.

• Skill in maintaining an overview and prioritizing effectively during peak workload times.

• Ability to smoothly transition between live interactions and written case management.

• Strong dedication to quality and precise documentation.

• Composed, professional, and de-escalating demeanor during difficult conversations.

• Familiarity with contemporary tools and system environments.

• Open and pragmatic attitude towards AI tools.

• Team-oriented individual with a readiness to share knowledge and take initiative.

• Fluent in business-level German, both written and spoken.

🏝️ Benefits

• Flexible working hours and the option for location-independent remote work.

• Subsidized Germany Ticket at €29.

• 30 vacation days (including December 24 and December 31).

• Additional paid days off for weddings, moving, and the birth of a child.

• One Volunteering Day for participation in a social project.

• JobRad bicycle leasing program.

• Sports benefits through Hansefit or EGYM Wellpass.

• Access to the Bloom mental health platform.

• Additional company health insurance with Allianz.

• Monthly professional shoulder and neck massages at the Hanover office.

• Annual professional development budget currently set at €800 for courses, books, or coaching.

• Regular feedback and development discussions.

• HERO career plan facilitating internal growth.

• Summer and holiday celebrations.

• Regular team-building events.

• Annual co-working retreats within the EU.