Customer Support Manager, German Speaking

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

📋 Description

• Mastering the Inbox: Efficiently managing a substantial volume of support inquiries through email and chat, upholding our high standards for speed and accuracy without the need for answering inbound phone calls.

• Leading High-Stakes Trainings: Going beyond typical webinars to conduct tailored, client-specific training sessions for our most important Key Accounts, customizing the content to meet their distinct objectives.

• Owning Key Account Communication: Acting as the primary support liaison for Key Account headquarters, ensuring their technical requirements are fulfilled and their feedback is seamlessly incorporated into our workflow.

• Optimizing the Journey: Actively identifying shortcomings in our existing workflows and contributing to enhancements that increase our team's efficiency and improve client satisfaction.

• Creating Expert Content: Converting your frontline insights into FAQ articles and video tutorials that empower thousands of users to effectively self-serve.

• Cross-Functional Collaboration: Skillfully translating market-specific needs into actionable insights for our Product and Sales teams in both English and German.

⛳️ Requirements

• Linguistic Excellence: Native or C1-level proficiency in German in addition to English.

• Proven Experience: A minimum of 2+ years in Customer Support or Client Success within a SaaS setting, with a history of managing complex inquiries.

• Stakeholder Management: Comfortable and professional in interactions with corporate headquarters contacts and senior stakeholders.

• Exceptional Communication: Possessing a high level of "written EQ"—able to convey technical news or instructions in a manner that is clear, professional, and approachable.

• Presentation Authority: A confident public speaker capable of leading engaging virtual sessions for large or high-profile audiences.

🏝️ Benefits

• Working in a global, diverse, and collaborative team.

• Flexible working hours that enable you to shape your work-life balance.

• Remote-friendly environment.

• Ongoing career development, training, and coaching opportunities.

• Six days dedicated to learning & development.

• Celebrate in style at our team events, both in-person and virtually.

• Social benefits and perks based on location.