Service and Process Manager – Customer Service

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

📋 Description

• Execute professional service and process management.

• Enhance and develop services and processes with a strong emphasis on Customer Success and customer retention.

• Create and implement new service offerings and associated processes.

• Assume responsibility for tool implementations.

• Analyze and refine existing processes and services.

• Collaborate with managers and corporate support functions, acting as a liaison to other business areas.

• Define, monitor, and report on key performance indicators (KPIs) relevant to managing service quality, customer satisfaction, and retention.

• Facilitate and oversee service boards, workshops, and cross-functional working groups.

• Implement the customer service vision and strategic annual roadmap alongside managers and operational teams.

• Contribute to delivering an exceptional customer experience.

⛳️ Requirements

• A completed degree and/or several years of experience in Customer Success, customer service, service management, or project management.

• Experience in working with KPIs, reporting, and data analysis.

• Ability to align customer interests, employee needs, and business objectives.

• Ideally, experience in developing business cases and managing processes.

• Confident and inquisitive when working with platforms, CRMs, ticketing systems, and AI solutions.

• Strong team orientation and excellent communication skills.

• Passion for SaaS products and the customer lifecycle; experience with OKRs is a plus.

🏝️ Benefits

• Nationwide remote work from home in Germany.

• Workation: the opportunity to work from another European country for up to 183 days each year.

• Bike leasing.

• Company pension scheme.

• Family-oriented company culture with open communication.

• High degree of autonomy and efficient decision-making processes.

• Structured onboarding and a genuinely welcoming environment.

• Health and wellness programs.

• Car leasing.

• Corporate benefits.

• Childcare allowances.

• Private accident insurance.

• Tax-free allowances, such as for meals and fitness.

• Secure employment.