Customer Service Manager

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

📋 Description

• Serve as the primary contact and account manager for our key clients, collaborating closely with our Support, Development, and Professional Services teams.

• Establish and nurture long-lasting, trust-based relationships with customers to guarantee high levels of satisfaction and quality of service.

• Supervise support operations, including assistance to our Team Lead Support.

• Assess incoming support requests based on urgency and impact on the business.

• Evaluate and track ticket volumes for major accounts while managing and following up on tickets until they are resolved successfully.

• Actively seek opportunities to enhance the support process and consistently improve support and service operations.

• Ensure prompt implementation of necessary measures.

• Create reports and status updates for clients and management, reporting directly to the COO.

• Assist in escalation management and the development of resolution strategies.

⛳️ Requirements

• Several years of experience in a customer-facing capacity, such as Customer Success, Service Delivery, IT Support, or Technical Account Management, preferably within the healthcare industry.

• A customer-centric mindset with a confident demeanor.

• Extensive experience with ticketing and knowledge management systems, especially Jira and Confluence.

• Strong technical aptitude and comprehension of intricate IT systems.

• Exceptional communication and organizational abilities.

• Capability to prioritize effectively in a fast-paced environment.

🏝️ Benefits

• Flexible working hours tailored to your personal and family needs, including a flexitime account.

• Access to eGym, Wellpass, and various corporate benefits.

• Company pension scheme (occupational pension).

• Team events catering to beer and non-alcoholic drinkers, vegans, individuals with allergies, and omnivores.