Customer Service Manager (m/f/d)

retarus GmbH; Secaucus (NJ); Remote; USD 90,000 - 150,000; Full time

Benefits offered by this job

Mobile working

Flexible hours

Collaborative culture

Flat hierarchies

Career development

Cross-site collaboration

Dog-friendly office

Health insurance

Public transport

Lunch vouchers

Job summary

Retarus GmbH seeks a Customer Service Manager to oversee national and international service operations, ensuring top-tier customer experience and lifecycle delivery. You will lead cross-functional collaboration between customers, Service Management, and technical teams.

The role emphasizes managing escalations, KPI targets, and adherence to standards within a dynamic, global environment.

Qualifications

• Degree or training in Computer Science, Business Informatics, Engineering or related field.
• 3+ years in Service Management, IT-driven environment preferred.
• Experience managing complex customer relationships in regulated environments.

Responsibilities

• Act as the primary contact for selected national and international Service Management customers.
• Ensure high customer satisfaction and end-to-end service quality.
• Interface between customers, Service Management and technical teams.

Skills

Service Management

ITIL familiarity

Project management

Customer relationships

Leadership experience

Analytical skills

Strong communication

Escalation management

Continuous learning

English fluency

Education

CS/Engineering degree

Tools

ITIL

Job description

Become Customer Service Manager (m/f/d) at Retarus.

Retarus is a worldwide provider of cloud-based messaging solutions at enterprise scale. We serve over 40% of the companies listed on the S&P Global 100, e.g.Adidas, Bayer, SAP, BNP Paribas, Goldman Sachs, T-Systems, Swarovski&UPS, as well as governmental agencies and major players in markets across the world. Privately owned and founder-managed for over thirty years, Retarus is customer-oriented, stable, a fair employer, and a strategic business partner with a long-term vision. With some 500 employees in 19 offices on four continents, Retarus operates locally and thinks globally: our teams are organized across borders and are highly integrated. This makes Retarus a multicultural, multilingual, and engaging workplace. We are committed to creating a diverse and dynamic environment for our employees, with generous compensation, time off, and a global, collaborative workplace.

What we offer

• Mobile working and flexible working time
• Collaborative, diverse company culture and superior team spirit
• Flat hierarchies and great feedback culture
• Development opportunities & career perspective
• International business & cross-site collaboration
• Modern, dog-friendly offices with nice amenities
• Company-paid health insurance, public transportation, lunch vouchers and further benefits

What you´ll do

• Act as the primary point of contact for selected national and international Service Management customers
• Ensure high customer satisfaction and deliver an excellent end-to-end customer experience
• Serve as the central interface between customers, Service Management, and technical teams
• Represent customer interests in line with Retarus standards, culture, SLAs, and compliance requirements
• Oversee the full technical customer lifecycle and ensure consistent, high-quality service delivery
• Monitor KPIs and contractual targets and ensure adherence to defined service standards
• Prepare service reports and lead service review meetings with customers and internal stakeholders
• Actively manage customer escalations and act as the key escalation point for critical incidents and issues
• Coordinate internal and external communication throughout the customer lifecycle and during incidents
• Ensure compliance with regulatory and audit frameworks such as SOC 2 and ISAE 3402
• Provide regular reporting to the Director Service & Solutions on performance, escalations, and improvement areas

What you'll need

• Successfully completed commercial or technical training or a degree in Computer Science, Business Informatics, Engineering, or a related field
• At least 3 years of professional experience in Service Management, ideally within an IT-driven environment
• Solid understanding of IT service management principles and processes
• Familiarity with project management tools, methodologies, and frameworks such as ITIL or ISAE 3402
• Experience in managing complex customer relationships and service delivery in a regulated environment
• Initial experience in leading teams, projects, or acting as a deputy
• Strong analytical and organizational skills with the ability to manage multiple priorities
• A proactive, solution-oriented mindset and strong communication skills
• Ability to manage escalations and critical situations in a structured and confident manner
• Commitment to continuous learning and professional development
• Certifications in IT service management or project management (e.g., ITIL, PMP, PRINCE2) are a plus
• Fluency in English; additional languages are an advantage

What you can expect

At Retarus, you will work on impactful and dynamic projects, with real opportunities to make a difference. Our customers are leaders across diverse industries, wit