Qualitätsmanager, Customer Success Team

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

📋 Description

• You continuously monitor and analyze the quality of service (including Side-by-Side Coaching, Silent Monitoring, and Ticket Audits) for both the in-house team and the external team in Kosovo.

• You are the primary point of contact for the foreign telephone team, keeping a close eye on their KPIs (e.g., availability, processing time, customer satisfaction) and ensuring adherence to our quality standards and objectives.

• You design and conduct training sessions for the in-house team during the introduction of new products, tools, or processes, ensuring that knowledge is effectively transferred to the telephone team.

• You identify weaknesses in current workflows, collaborate closely with the Head of CSM to develop new processes, and optimize existing procedures for a more efficient customer journey.

• You maintain and expand our internal knowledge database (Knowledge Base) to ensure that both teams have access to all current information at any time.

• You create regular quality and performance reports and derive concrete recommendations for action for the Head of CSM.

⛳️ Requirements

• You have substantial professional experience in the field of Customer Support / Customer Success, ideally in a role focused on quality management, coaching, or training.

• Experience working with external service providers (BPO / Nearshore) is a significant advantage.

• You have a passion for data and KPIs while never losing sight of the human factor in customer service.

• You possess pedagogical skills, enjoy providing constructive feedback, and take pleasure in developing others.

• Since our in-house team and customers primarily speak German, your German language skills are at a native level.

• For managing the team in Kosovo and international coordination, you also have very good English skills.

• You do not wait for tasks but proactively identify where processes are faltering and actively pursue their resolution.

🏝️ Benefits

• Great team spirit, a collegial atmosphere with flat hierarchies, and plenty of drive while maintaining high professionalism.

• We value having fun at work – therefore, we seek not only the right technical fit but also a personal fit with the team.

• We offer you an attractive salary.

• Regular team events (e.g., Highland Games, Escape Rooms, or Paintball) provide shared experiences beyond daily work routines.

• We emphasize personal development – you can openly discuss any training wishes at any time.

• We communicate honestly and transparently and value an open feedback culture.

• The position is fully remote, performed from home.

• You will work with the latest Apple technology.