Customer Service Manager (m/f/d)

Retarus; Secaucus (NJ); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health insurance options

401(k) plan

Vacation and sick leave

Flexible/Mobile working

Parental leave

Employee referral bonus

Public transport subsidy

Team events

Snack provision

Job summary

Retarus is hiring a Service Management professional to act as the primary contact for national and international customers, ensuring end-to-end service quality and high customer satisfaction. You will bridge customers, service management, and technical teams while upholding Retarus standards, SLAs, and regulatory requirements.

Responsibilities include lifecycle management, incident escalation, and regular service reporting.

Qualifications

• Completed commercial or technical training or degree in CS/BI/Engineering or related field
• At least 3 years of professional experience in Service Management
• Strong understanding of IT service management principles and processes
• Experience with ITIL or ISAE 3402
• Experience managing complex customer relationships in regulated environments
• Certifications in IT service management or project management are a plus
• Fluency in English; additional languages are advantageous

Responsibilities

• Act as the primary contact for selected national and international Service Management customers
• Ensure high customer satisfaction and end-to-end experience
• Serve as the central interface between customers, Service Management, and technical teams
• Represent customer interests per Retarus standards, SLAs, and compliance
• Oversee the full technical customer lifecycle and ensure high-quality service
• Monitor KPIs and contractual targets and ensure adherence to standards
• Prepare service reports and lead service review meetings
• Manage escalations and act as the escalation point for incidents
• Coordinate internal and external communication throughout the lifecycle and during incidents
• Ensure compliance with SOC 2 and ISAE 3402 frameworks
• Provide regular reporting to the Director Service & Solutions

Skills

Customer relations

Analytical thinking

Organizational skills

Communication skills

Proactive mindset

Education

Degree in Computer Science, Business Informatics, Engineering or related field

Tools

ITIL

ISAE 3402

Job description

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 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

• Health insurance portfolio, including dental, vision, life, and disability insurance options, as well as a health savings account
• High-standard 401(k) plan (with one of the leading providers)
• Competitive vacation package and paid sick days
• Flexible/Mobile working
• Childcare contribution and birth bonus
• Employee referral bonus
• Paid parental leave options
• Public commute tax program
• Team events
• Free snacks and drinks in the office
• Gym in the office building

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, with constantly evolving needs and high expectations. You’ll be working with cutting-edge technology and great creative leeway to meet customers’ needs – and the projects you work on will be deployed globally. Working at Retarus, you will collaborate closely with convivial, culturally diverse teammates. You will grow professionally in a dynamic and exciting workplace and design impactful solutions in real time with top companies.

Very important

Come as you are. Retarus is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

This position offers a salary between $60,000 and $75,000 annually.

The final salary depends on experience and qualifications. We are happy to discuss the details and finalize a fair offer during the interview process.

We’re looking forward to getting to know you!