Customer Support Manager - Remote

Posted 108 weeks ago

Customer Service

Full Time

Germany

Overview

The Customer Support Manager will enhance the user experience by providing excellent support and ensuring that user inquiries are addressed efficiently and effectively.

In Short

Provide 1st-level support to users via chat and ticket system.
Prioritize incoming inquiries and escalate complex cases.
Identify recurring issues and provide structured feedback to product and engineering teams.
Assist in analyzing and optimizing support KPIs.
Maintain and develop resources for the Help Center.

Requirements

2-3 years of experience in technical 1st-level support for B2B tools.
Empathetic and communicative, with a structured approach to helping users.
Ability to prioritize tasks independently and work solution-oriented.
Fluent in German (C2) and very good English (C1).
Experience with Intercom or similar chat/ticket systems is a plus.

Benefits

Opportunity to make a positive impact on user experiences.
Work in a supportive and collaborative team environment.
Focus on personal and professional development.
Flexible communication and collaboration, both remote and in-person.
Be part of a growing startup with ambitious goals.

awork

awork is a dynamic company dedicated to creating a joyful work environment for teams. They believe in eliminating busy work and organizational chaos by providing a digital platform that empowers teams to realize their dreams. With a vision to support over 100,000 teams worldwide by 2030, awork emphasizes exceptional customer support, ensuring that users not only love their product but also appreciate the quick and personal assistance they receive. The company fosters a collaborative and fun team culture, encouraging innovation and continuous learning. As a hybrid team, awork values asynchronous communication while also cherishing in-person interactions, utilizing tools like Slack, Zoom, and Notion to stay organized. They are committed to building a supportive and engaging workplace where every team member has ownership and responsibility in their roles.

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