Head of Customer Support - Remote

Overview

We are looking for a Head of Customer Support (m/f/d) who will actively dive into our systems and processes in the early stages to understand their functionality in detail and support our customers in the best possible way.

In Short

• Responsible for the entire Customer Support area (team leadership, strategy, processes).
• Build, lead, and further develop a motivated support team.
• Ensure high service quality across all channels (phone, email, chat, possibly social media).
• Develop and implement support strategies, KPIs, and processes.
• Act as an interface between customers, product management, and sales to implement feedback into concrete improvements.
• Select and implement tools, automations, and processes for efficiency enhancement.

Requirements

• Several years of experience in customer service / customer support, ideally with leadership responsibility.
• Strong communication skills, both with customers and internally.
• Analytical thinking and an eye for processes & KPIs.
• Hands-on mentality and joy in actively shaping structures.

Benefits

• Support for personal development desires.
• Work in a team with a positive mindset.
• Regular workations - from city trips to beach visits, everything is included.
• Various employee bonuses.
• Digital company events.
• 100% work from home - or even from a camper van by the North Sea.