Quality & Performance Manager – Customer Success, Support

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

📋 Description

• Quality assurance and monitoring: You will consistently evaluate and assess service quality (e.g., by utilizing side-by-side coaching, silent monitoring, and ticket audits) for both the in-house team and the external team based in Kosovo.

• Performance management of the phone team: You will serve as the main point of contact for the remote phone team, continuously monitoring their KPIs (e.g., availability, handling time, customer satisfaction) to ensure compliance with our quality standards and objectives.

• Training and onboarding: You will create and conduct training sessions for the in-house team when launching new products, tools, or processes, ensuring effective knowledge transfer to the phone team.

• Process optimization: You will pinpoint inefficiencies in current workflows, collaborate closely with the Head of CSM to develop new processes, and refine existing procedures for a smoother customer journey.

• Knowledge management: You will uphold and enhance our internal knowledge base to guarantee that both teams have access to the most current information.

• Reporting: You will compile regular quality and performance reports, providing actionable recommendations for the Head of CSM.

⛳️ Requirements

• Experience in a support environment: You possess substantial professional experience in Customer Support / Customer Success, preferably in a role centered on quality management, coaching, or training.

• Outsourcing expertise: Experience working with external service providers (BPO / nearshore) is a significant advantage. You understand how to motivate and lead teams remotely.

• Analytical and structured working style: You are passionate about data and KPIs, while also appreciating the human aspect of customer service.

• Communication skills and empathy: You have strong pedagogical abilities, enjoy providing constructive feedback, and take pleasure in fostering the development of others.

• Language proficiency: Since our in-house team and customers primarily communicate in German, you are fluent in German at a native level. Additionally, you possess strong English skills for managing the team in Kosovo and for international coordination.

• Proactive approach: You do not wait for tasks to be assigned; instead, you identify where processes may be falling short and actively seek out solutions.

🏝️ Benefits

• Team spirit: We foster a strong team spirit, maintain a collegial atmosphere with flat hierarchies, and encourage high professionalism while driving our goals forward.

• Personal fit: We prioritize enjoyment at work, seeking not only a professional match but also a personal alignment with the team.

• Attractive salary: We offer a competitive compensation package.

• Team events: Regular team-building activities (e.g., Highland Games, escape room, or paintball) provide shared experiences beyond everyday work.

• Professional development: Development is important to us — you can express your training needs at any time.

• Feedback culture: We value honest and transparent communication, nurturing an open feedback culture.

• Remote work: This role can be fully performed remotely from your home office.

• Top equipment: You will be equipped with the latest Apple technology for your work.