Customer Support Manager (German and English)

Do you enjoy guiding users to the right solutions? Do you find investigating tricky issues entertaining? Have you ever been told you explain solutions really clearly and can do so in writing too? Then we would love to hear from you!

We are now looking for an outstanding Customer Support Manager to join our easy-going and incredibly efficient support team of four: Ana, Anja, Julia, and Chris. You will assist our users with questions, technical problems and help them get the most out of the product. You will often be the first point of contact for our customers and you will represent their voices internally too. After all, the happiness and satisfaction of our users have always been central to our mission and you and the team play a crucial role in how our users perceive us.

Ready for your next adventure?

What you will do

‐ Support our users via email as well as answer their questions on all channels (tickets, forums, social media, store reviews).

‐ Be the first point of contact for customers and freelancers on the weekend.

‐ Understand what users want, organize their ideas, and write effective help documentation for them

‐ Handle technically complex and/or escalated cases.

‐ Work with developers and QA to find and solve critical bugs in the wild.

‐ Effectively collaborate and communicate with team members on tasks such as clearing ticket backlogs as they come up.

‐ Manage projects and processes that aim to improve how we support our customers.

Why you will love it

‐ Your work will contribute to helping millions of people enjoy lovely outdoor experiences.

‐ We’ve been a remote-working company since 2017, meaning: We are remote by default, have frameworks and systems in place, and know how to do it well.

‐ You’ll become an essential part of our diverse and international team with colleagues based in 15+ countries across Europe.

‐ You can work from wherever you want, be it a beach, the mountains, your house, or anywhere else that lies in any time zone between UTC-1 and UTC+3.

‐ 38 paid days off (inclusive public holidays) – you are free to take those days whenever it suits you, including a well-deserved winter holiday break.

‐ We love seeing people grow. That's why each team member gets €2,000 and 3 additional days to spend on professional development each year. Classes, conferences, books – your choice!

‐ Costs covered for your co-working space membership or your work-from-home office setup and the latest devices and equipment to do your best work.

You’ll be successful in this position if you

‐ Are happy to regularly work on weekends.

‐ Have outstanding communication skills in German & English (C1-2).

‐ Have 1+ years experience working in online or tech support and you love it.

‐ Have previous experience identifying and reporting technical bugs, as well as guiding customers through troubleshooting and solving them.

‐ Are highly self-driven, responsible, well-organized and able to handle several tasks at the same time.

‐ You are positive and curious about our users’ needs and keen to improve their experience.

‐ Have a passion for outdoor sports, mobile apps, or wearables and biking computers.

‐ We have a strong preference for a French speaker as well, but other languages are also welcome (Spanish, Dutch).

Curious about how we work?

‐ Core Communication time between 10 am - 3 pm (Berlin Time). We know people have different lifestyles, which is why we have flexible working hours with core time for synchronous interaction. You can organize your workday in the way that best suits you, your family, and your needs.

‐ We work on a project basis in cross functional teams to ensure that we collaborate on our goals, move forward smoothly with open lines of communication, and achieve results as a team.

‐ Every Monday morning, we have a whole-company presentation where you hear about projects across the business, inspire each other, and share great work.

‐ We connect in person at three whole-company gatherings each year in beautiful locations. You can check out this playlist to find out more about how we stay close while being remote.

‐ We use tools like Trello, Slack, Miro, Zoom, and Google Drive on a daily basis to stay connected, collaborate easily, and manage projects.

‐ Dieses  Stellen­inserat  wurde  zuerst  auf  z­uhause­jobs.com  gepostet.

Dive a little deeper and learn…

‐ More about our team here: Meet the Team

‐ More about how we work here: How We Work

‐ More about our recruitment process and FAQs here: FAQs

We support diversity and inclusivity and welcome all prospective applicants. We have an ongoing recruitment process (no deadlines) – if this role is online, it means it’s still open!