Support & Service Manager – SaaS, B2B

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

📋 Description

• You serve as the main point of contact for our customers, ensuring the seamless operation of our SaaS solution on a daily basis.

• Acting as the initial interface between our healthcare users and internal teams, you ensure that issues are addressed swiftly, systematically, and sustainably.

• You collaborate closely with Product, Engineering, as well as our Onboarding and Customer Success teams, actively participating in ongoing service enhancements.

• You manage and resolve customer inquiries at both 1st- and 2nd-level support via phone, email, and our ticketing system.

• You maintain stable operation of our platform and assist users in their daily tasks.

• You analyze application issues, pinpoint root causes, and devise practical solutions.

• You prioritize incidents based on urgency and SLA requirements, escalating complex cases in a systematic manner.

• You work in close collaboration with our Engineering and Product teams to rectify bugs and further enhance the platform.

• You clearly document support cases and their resolutions, contributing to the knowledge base.

• You assist with software rollouts and updates, guiding our customers through any changes.

• You identify recurring issues and proactively suggest improvements.

⛳️ Requirements

• You possess a minimum of 2 years of professional experience in customer support, preferably in a SaaS or software setting within a B2B context.

• You are proficient in using ticketing systems such as Jira or Zendesk.

• You have a strong technical understanding (e.g., browsers, interfaces/APIs) and can systematically troubleshoot issues.

• You communicate clearly, empathetically, and appropriately for the audience, even in challenging circumstances.

• You work in a structured, solution-focused manner and maintain composure even under pressure.

• You are dependable, responsible, and exhibit a strong service mentality.

• You are fluent in business-level German (C1) and can communicate effectively in English.

🏝️ Benefits

• Flexibility — need to pick up your child from daycare? Want to exercise during lunch? We support that.

• We are a remote-friendly company offering flexible working hours.

• Edenred card — which you can utilize according to your needs.

• Additional day off — take your birthday off to celebrate with loved ones.