Customer Support Manager

Jobtailor; Berlin; Vor Ort; EUR 32.000 - 48.000; Vollzeit

Zusammenfassung

Jobtailor in Berlin is seeking a customer operations specialist to manage inbound support across voice, chat and email, owning cases end-to-end from triage through closure.

You will collaborate with Technical Support and internal teams, gather details, and translate customer context to drive resolution while communicating timelines clearly.

Fluent German and strong English are required, and you will help build better ways of working to reduce friction for nurses using the AI companion.

Qualifikationen

• Experience in customer support, customer success, operations, or a similar customer-facing role.
• Experience working with support tooling such as ticketing systems, knowledge bases, and chat/phone systems
• Excellent, empathetic communication skills
• Structured problem-solving ability
• Comfort with technical topics such as integrations, browsers, devices, and permissions
• Ownership and reliability
• Collaboration mindset
• Fluent German (C2) for customer communication
• Solid English for internal collaboration
• English at B2 level or higher for workplace communication
• Legal right to work in Germany
• Ability to provide an English resume

Aufgaben

• Manage inbound support across voice, chat, and email
• Own cases end-to-end, including triage, prioritization, follow-ups, and clear closure
• Set expectations and communicate clearly when timelines depend on internal investigation or product/engineering input
• Partner with Technical Support on complex issues by gathering details, translating customer context, and driving resolution
• Handle escalations while balancing urgency, quality, and customer trust
• Collaborate with internal teams to solve customer problems thoroughly
• Help build better ways of working
• Contribute to voize’s mission of reducing administrative work for nurses through its AI companion

Kenntnisse

German (C2)

English (B2+)

Empathetic communication

Structured problem solving

Ownership & reliability

Collaboration mindset

Tools

Ticketing systems

Knowledge bases

Chat/Phone systems

Jobbeschreibung

• Manage inbound support across voice, chat, and email


• Own cases end-to-end, including triage, prioritization, follow-ups, and clear closure


• Set expectations and communicate clearly when timelines depend on internal investigation or product/engineering input


• Partner with Technical Support on complex issues by gathering details, translating customer context, and driving resolution


• Handle escalations while balancing urgency, quality, and customer trust


• Collaborate with internal teams to solve customer problems thoroughly


• Help build better ways of working


• Contribute to voize’s mission of reducing administrative work for nurses through its AI companion

Requirements

• Experience in customer support, customer success, operations, or a similar customer-facing role


• Experience working with support tooling such as ticketing systems, knowledge bases, and chat/phone systems


• Excellent, empathetic communication skills


• Structured problem-solving ability


• Comfort with technical topics such as integrations, browsers, devices, and permissions


• Ownership and reliability


• Collaboration mindset


• Fluent German (C2) for customer communication


• Solid English for internal collaboration


• English at B2 level or higher for workplace communication


• Legal right to work in Germany


• Ability to provide an English resume

Core Competencies

Demonstrates expertise in managing customer support across various channels, including voice, chat, and email, while effectively collaborating with internal teams and technical support to resolve complex issues. Proficient in structured problem-solving and possesses strong communication skills in both German and English.