Customer Operations Manager – B2B SaaS, Technical Customer Success

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

📋 Description

• Manage intricate technical and functional customer inquiries within 2nd-level support.

• Evaluate software defects, unexpected system behaviors, and technical challenges.

• Replicate errors, identify root causes, and formulate solutions or workarounds.

• Differentiate between user errors, configuration problems, and software bugs.

• Facilitate technical escalations in collaboration with the development team.

• Create structured defect descriptions and oversee support cases until successful resolution.

• Assist the support team with challenging cases and share technical expertise.

• Provide ongoing support to existing customers with complex configurations and specific needs.

• Ensure a systematic transition of new customers into ongoing support.

• Partner with Customer Success to foster proactive customer assistance.

• Further enhance 2nd-level support and Customer Operations processes.

• Define responsibilities, ticketing and escalation protocols, and problem management strategies.

• Examine recurring support cases and implement sustainable improvements.

• Enrich the knowledge base, technical documentation, and self-service resources.

• Streamline workflows and internal tools, specifically HubSpot, Jira, and Confluence.

• Contribute to the establishment of a professional and scalable Customer Operations framework.

• Aid in the professional growth of Support and Customer Success team members.

• Establish standards for service quality, customer satisfaction, and efficient operations.

⛳️ Requirements

• Multiple years of professional experience in a technically demanding B2B SaaS environment, preferably in 2nd-level support, Technical Customer Success, Application Support, or Customer Operations.

• Strong technical insight and practical experience in analyzing and resolving intricate software challenges.

• Methodical and analytical approach to troubleshooting, root-cause analysis, and technical escalations.

• Familiarity with SaaS platforms, complex software configurations, and ideally technical interfaces or API-based integrations.

• Experience in ticket management, support workflows, and collaboration with software development teams.

• Enjoyment of direct customer engagement and proficiency in explaining complex technical concepts clearly.

• Proactive attitude and a strong sense of accountability.

• Excellent German and good English language skills.

• CV/resume, cover letter, and employment references required as part of the application.

🏝️ Benefits

• Permanent employment contract.

• Six-month probationary period.

• 40-hour workweek.

• 30 days of annual leave.

• Responsibility and the ability to influence processes.

• Technically challenging responsibilities.

• Close collaboration with Customer Success, Project Management, Software Development, and executive management.

• Career development opportunities, including the potential for additional technical or personnel management roles.

• Short decision-making processes.

• Opportunities to work with esteemed B2B clients.

• Introductory call conducted via Microsoft Teams.