Global Customer Experience & Service Lead

retarus GmbH; Secaucus (NJ); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Vacation & sick days

Flexible working

Childcare contribution

Parental leave

Referral bonus

Public commute tax program

Team events

Free snacks

Gym

Job summary

Retarus is seeking a Customer Service Manager to lead national and international service management accounts, ensuring top-tier customer experiences and compliant, high-quality service delivery. You will coordinate with technical teams and stakeholders to manage the entire customer lifecycle effectively.

The role requires IT service management expertise, a background in ITIL/ISAE 3402, and proven leadership capabilities. Expect a dynamic, global team environment with flexible working options.

Qualifications

• Commercial or technical training or degree in Computer Science, Business Informatics, Engineering, or related field.
• At least 3 years of professional experience in Service Management, ideally IT-driven.
• Solid understanding of IT service management principles and processes.
• Familiarity with ITIL or ISAE 3402 and project management tools/methodologies.
• Experience managing complex customer relationships in regulated environments.
• Leadership experience at project or deputy level.

Responsibilities

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

Skills

Service Management

ITIL knowledge

Team leadership

Project management

Stakeholder communication

Regulatory compliance

English fluency

Education

Commercial or technical training or degree in CS/Business Informatics/Engineering

Tools

ITIL

ISAE 3402

Job description

Retarus is seeking a Customer Service Manager to lead national and international service management accounts, ensuring top-tier customer experiences and compliant, high-quality service delivery. You will coordinate with technical teams and stakeholders to manage the entire customer lifecycle effectively.

The role requires IT service management expertise, a background in ITIL/ISAE 3402, and proven leadership capabilities. Expect a dynamic, global team environment with flexible working options.