(Senior) Customer Support Manager (m/f/d)

fulfillmenttools

Köln

On-site

EUR 55,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Hackathons & Tech Talks

Über 30 Tage Urlaub

Vertrauensarbeitszeit

Kostenlose Getränke & Obst

Jobrad / Parken

Job summary

fulfillmenttools sucht eine/n erfahrene/n Lead für den Bereich Support-Operations in Köln. Sie steuern First-Level-Dispatch, Ticket-Management und End-to-End-Prozesse, arbeiten eng mit Product, Engineering und Customer Success zusammen.

Sie bringen 2–3+ Jahre Erfahrung im technischen Support oder Kundenbetrieb mit, beherrschen KPI-orientierte Prozesse und Budgetverantwortung, und kommunizieren sicher auf Deutsch und Englisch.

Qualifications

2–3+ Jahre Erfahrung in technischem Support oder Kundenbetrieb, ideal in B2B SaaS oder Logistik.
Gute Organisationsfähigkeit, Dispatcher-Mindset bei hohem Ticketvolumen.
Fließend Deutsch und Englisch, klare Kommunikation mit Kunden und Team.
Prozess- und KPI-Orientierung, SLA-Verbesserung.
Erfahrung mit externen Service-Centern/SLA-Vorgaben.
Budget- und Business-Case-Verantwortung

Responsibilities

Erstkontaktstelle für Tickets; Qualifizieren, Priorisieren und Weiterleiten.
Ticket-Management: Qualität, Turnaround, SLA überwachen.
End-to-End Prozessverantwortung; Schwachstellen identifizieren und lösen.
Incident-Management & 24/7 Überwachung via iLert; klare Kundenkommunikation.
KPI-Berichte und Datenanalyse; Berichte an Management.
Skalierung durch Partner & AI-Tools; Outsourcing & Octonomy.ai einsetzen.
Verantwortung für Budget, Cost per Ticket/Customer; Make-or-Buy-Entscheidungen.
Stakeholder-Management & wöchentlicher Support-Handover mit Product, Engineering, Customer Success

Skills

Support-Operations-Erfahrung

Dispatcher-Mindset

Kommunikationsfähigkeiten

Prozess- und KPI-Orientierung

Vendor- und Partner-Management

Budget- und Business-Case-Verantwort

Tools

Jira/Jira Service Management

iLert

Octonomy.ai

Confluence

GitHub

Job description

Your Tasks

First-Level Dispatcher: You serve as the central point of contact for incoming tickets, qualifying, prioritizing, and routing them to the appropriate internal or external parties.
Ticket Management: You monitor quality, turnaround times, and SLA compliance, follow up proactively where issues arise, and ensure that nothing falls through the cracks.
End-to-End Process Ownership: You identify weaknesses in our support processes and resolve them proactively — from ticket intake through to post-mortem analysis.
Incident Management and 24/7 Oversight: You orchestrate our 24/7 operations via iLert, moderate major incidents, and ensure clear, consistent communication with customers.
KPI Reporting and Data Analysis: You build and maintain reporting at the platform, customer, and process level, report KPIs to management on a regular basis, and derive appropriate action items.
Scaling Through Partners and AI Tools: You further develop our operating model, manage external service partners and service centers, and deploy AI tools (e.g., Octonomy.ai) to handle volume efficiently.
Business Case Ownership: You are responsible for the support budget, manage cost per ticket and cost per customer, and make data-driven make-or-buy decisions.
Stakeholder Management and Collaboration: You organize and facilitate the weekly support handover and ensure a robust feedback loop with Product, Engineering, and Customer Success.

Your Profile

Required Qualifications

Support Operations Experience: 2–3+ years in a comparable role in technical support or customer operations, ideally within a B2B SaaS or logistics environment.
Organizational Skills and a Dispatcher Mindset: You have a strong affinity for structure, prioritize quickly, and maintain oversight even under high ticket volumes and concurrent incidents.
Communication Skills: You communicate confidently and empathetically, both with customers and colleagues. You are fluent in German and English.
Process and KPI Orientation: You think in terms of funnels, turnaround times, and SLAs, and are prepared to fundamentally redesign processes when the data calls for it.
Vendor and Partner Management: Experience collaborating with external service centers and providers under clearly defined SLAs.
Budget and Business Case Responsibility: You are able to build business cases, manage budgets, and substantiate make-or-buy decisions.

Preferred Qualifications

Tool Expertise (Administrator Level):
- Jira / Jira Service Management (Administrator: queues, workflows, automation
- iLert or a comparable incident management tool (Administrator: schedules, escalations, on-call),
- Octonomy.ai or comparable AI support tools
- Confluence for documentation and runbooks
Coding / Vibe Coding: A basic understanding of code or experience with AI-assisted coding to build small automations independently.
Atlassian Ecosystem and GitHub: In-depth knowledge of the Atlassian stack and experience with GitHub workflows.
Experience with Post-Mortems and Incident Management Frameworks (e.g., ITIL, SRE practices).

We Offer

Everything your (nerd) heart desires.
Whether it's hackathons, tech talks, meet-ups, or individual training relevant to your role with us: Together, we will explore which formats and events are most exciting for you!
A colorful team: celebrate with us at #nerdherd!
When we succeed, we succeed together. And that's what we celebrate! Whether it's carnival, a new customer deal or ourselves - fun and partying don't come too short.
Onboarding that won't let you down!
Your mentor will accompany you during the first weeks and our video boot camps will leave no questions unanswered. Are you ready?
Flexibility is the key. For both of us!
We care about you. That's why we offer you over 30 days of vacation, trust-based working hours and flexible working.
Treat yourself - even without a canteen.
Free drinks, muesli bar and fruit keep your engine running! On top we also subsidize your lunch package. Psst: There's often cake, too!
Mobility is key!
We subsidize your Germany ticket and offer you free parking for your car and bike right in front of the door. Job bike leasing is also on offer!
Tools and software? You have a say!
We provide you with a laptop and smartphone. In addition, you will receive a budget at your disposal, which you can use to equip yourself according to your wishes.
What is your personal priority?
We give everything for your personal well-being! We subsidize your Urban Sports membership, your health benefits or even your retirement or daycare fees. You decide!