Customer Support Manager (w/m/d)

About Working at envelio

Too easy is boring! Together, we are on a mission to drive forward the energy transition. We love what we do, and we are unafraid to dive in. We believe in taking ownership of our work and in continuously growing and evolving. In short: own it, love it, grow with it.

We are a humble team of coffee and maté lovers with over 20 nationalities. With our geek humor, our love for emojis and random facts is only natural. Over 130 envelians are already on board. Dive in and thrive!

Your Role

Here, Customer Success describes a key element of our corporate philosophy. With our software product, we aim to create and maximize customer value. Our product - the Intelligent Grid Platform (IGP) - is a software for the digitization and automation of technical processes for distribution system operators. The department's task is to design and optimize processes that support our customers in using the software as intelligently as possible.

As Support Manager in our Customer Excellence Team, you will assist our customers with problems and help them understand our software, collect feedback and thus contribute to the long-term satisfaction of our customers.

How You Make an Impact

• You professionally support our customers by answering queries and complaints via email and phone
• You manage the customer requests in our ticket system
• You perform initial analyses of the diverse and technical inquiries, evaluate them and continue to coordinate the process internally
• You work closely together with our development and product teams to further develop our software in the interest of our customers
• You actively contribute to the team's success by continuously optimizing and automating our support processes
• You support the collection of customer feedback and communicate and coordinate results to always ensure the further development of our software
• You contribute to the creation of training materials, e.g. feature articles or explanatory videos

Your Profile

Perfection is a myth! We’re more interested in the human behind the screen, so think of these criteria as helpful directions — we're excited to see how your unique skills might fit in.

• You have successfully completed your (Bachelor's) degree or apprenticeship
• You have gained initial experience in customer support or complaint management in a B2B (ideally SaaS) environment
• You are a strong communicator with very good written and spoken German and English skills (C1 level) (other languages are a plus)
• Digitalization is close to your heart and you are keen to communicate with network operators and familiarize yourself with the use and functionality of IGP
• You work independently and take a proactive and solution-oriented approach to problems
• Your way of working is structured and absolutely reliable
• You have good analytical skills and technical understanding
• You are experienced in working with CRM and ticket systems
• Dealing with common Office products is no problem for you

Your Benefits

• Flexible working mode within Germany: Hybrid, from home or in our lovely office in Cologne
• Option for remote work from abroad (up to three months per year)
• 30 holidays + 3 corporate holidays
• Support for your health through sports membership cooperations
• Flexible use of a monthly mobility budget (e.g. Jobrad, ÖPNV)
• Time and resources for individual growth
• envelio pension plan
• Regular company and team events