Customer Operations Lead

Jobtailor; Deutschland; Hybrid; EUR 55.000 - 90.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a Senior Customer Support Manager to lead the support organization for our SaaS platform. You will drive process improvements, mentor the team, and partner with Product and Engineering on customer issues.

You will implement automation and AI-assisted tooling to scale operations, while maintaining high-quality customer outcomes across enterprise accounts. Ideal candidates bring deep Zendesk/Jira/Pendo experience, strong communication, and a proactive, startup-friendly mindset

Qualifikationen

• 5+ years in Customer Support or related tech role within SaaS.
• Experience owning or improving support processes, workflows, or escalations.
• Experience with enterprise customers and high-priority escalations.
• Strong technical aptitude and ability to learn SaaS products and communicate with stakeholders.
• Experience with cross-functional work with Product and Engineering teams.

Aufgaben

• Respond to customer support tickets with timely, high-quality resolutions.
• Manage day-to-day support operations, including queue health, workflows, SLAs, and escalations.
• Use customer feedback and trends to improve processes and the customer experience.
• Identify opportunities for automation and AI-assisted tooling.
• Assist with API requests, data pulls, and reporting needs.
• Mentor and support team members, with potential for broader responsibilities.
• Validate reported issues via expected-behavior checks and QA before escalation.
• Establish criteria to distinguish bugs, feature requests, and configuration needs.
• Capture recurring feedback and elevate to Product and Engineering.
• Coordinate feedback and beta-testing activities.
• Serve as a senior escalation point for complex issues.
• Partner with Product and Engineering on bugs and release readiness.
• Centralize support activities at account/CSM level.
• Support complex configuration and operational requests.
• Transition repetitive needs into scalable or self-service experiences.
• Ensure teams have information to support new functionality.

Kenntnisse

Customer Support Management

SaaS Experience

Technical Aptitude

Analytical Skills

Cross-Functional Collaboration

Communication Skills

Emotional Intelligence

Problem Solving

Tools

Zendesk

Jira

Pendo

Ticketing Systems

Product Analytics

Jobbeschreibung

Responsibilities

• Respond to customer Support tickets with timely, high-quality resolutions
• Manage day-to-day Support operations, including queue health, workflows, prioritization, SLAs, escalations, and continuous improvement
• Use Support trends and customer feedback to improve processes and the overall customer experience
• Identify opportunities for automation and AI-assisted tooling
• Assist with API requests, customer data pulls, and reporting needs
• Mentor and support Support team members, with potential for broader functional and people-management responsibilities
• Validate reported customer issues through expected-behavior checks and initial QA testing before escalation to Engineering
• Establish criteria and workflows for distinguishing bugs, product gaps, feature requests, configuration issues, and user education needs
• Capture, organize, and elevate recurring customer and Support feedback to Product and Engineering
• Coordinate structured customer feedback and beta-testing activities
• Serve as a senior escalation point for complex customer and technical issues
• Partner with Product and Engineering on bugs, customer-impacting issues, and release readiness
• Centralize appropriate Support and operational activities handled at the account or CSM level
• Support complex customer configuration, site/location, user, and account-level operational requests
• Transition repetitive customer needs into scalable, centralized, or self-service experiences
• Ensure customer-facing teams have information and resources to support new and existing functionality

Requirements

• 5+ years of experience in Customer Support, Customer Experience, Customer Operations, Technical Support, or a related customer-facing technology role
• Experience owning or improving Support processes, workflows, escalations, or customer-facing operations within a SaaS environment
• Demonstrated ability to identify operational problems and build scalable processes to solve them
• Experience supporting complex enterprise customers and navigating high-priority customer escalations
• Strong technical aptitude and ability to learn complex SaaS products, troubleshoot issues, and communicate effectively with technical and non-technical stakeholders
• Experience working cross-functionally with Product and Engineering teams on customer issues, bugs, or product feedback
• Strong analytical skills and comfort using Support and customer data to identify trends and opportunities for improvement
• Excellent written and verbal communication skills
• High EQ and demonstrated ability to build credibility and trust with customers and internal stakeholders
• Independent, solution-oriented approach with comfort operating in a fast-paced startup environment
• Experience with SaaS Support, ticketing, product analytics, or issue-tracking platforms
• Experience with Zendesk, Jira, and Pendo
• “US Person” status as defined by 22 C.F.R. § 120.15, including a US Citizen, lawful permanent resident, refugee, or asylee, required for Export Control compliance
• Experience supporting customers in regulated or complex industrial environments is a plus

Core Competencies

Demonstrates expertise in managing customer support operations, improving processes, and mentoring team members while effectively collaborating with Product and Engineering teams. Proficient in utilizing customer data and feedback to enhance the customer experience and streamline support workflows.

Highest-signal resume keywords

• Customer Support Management
• SaaS Environment Experience
• Technical Aptitude
• Analytical Skills
• Cross-Functional Collaboration

Hard Skills

• Support Process Improvement
• Workflow Management
• API Support
• QA Testing
• Data Analysis

Soft Skills

• Excellent Communication Skills
• High Emotional Intelligence
• Solution-Oriented Approach

Certifications & Qualifications

• US Person Status

Industry Keywords

• Customer Experience
• Technical Support
• Operational Requests
• Escalation Management
• Regulated Environments

Tools & Technologies

• Zendesk
• Jira
• Pendo
• Ticketing Systems
• Product Analytics