Customer Support Manager
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Job Description
Customer Support Manager enhancing support experience for customers at Stapelstein®. Collaborating across teams while developing solutions and optimizing workflows.
Responsibilities:
- Independently support customers via email (ticketing system) and through social media.
- Handle inquiries about orders, returns and complaints in a solution-oriented manner.
- Take ownership of the support tool and develop the FAQ section.
- Review Education Account requests and product reviews.
- Analyze existing support workflows and drive their optimization and automation.
- Assist with sales and partnership inquiries as well as with marketing shipments.
- Work closely with logistics, production and other internal teams.
Requirements:
- Practical experience in customer support or a service environment.
- Independently responsible for handling customer inquiries.
- Good understanding of end-to-end support processes.
- Able to work in a structured, prioritized and self-directed manner.
- Experience with support tools, ticket systems or helpdesk software.
- Very good German and good English skills, both written and spoken; additional languages are a plus.
- Comfortable working remotely and able to organize work independently.
Benefits:
- A competitive, market-rate salary package.
- Flexible working hours with a shared core time from 9:00–12:00.
- Overtime is fully compensated with time off in lieu.
- Full-time equals 36 hours per week — for more focus and better work–life balance.
- 30 days of vacation per year.
- Monthly team meet-ups in Stuttgart or Berlin.
- Two inspiring offsites per year to foster real team spirit despite being remote-first.
- Flexible benefits such as a shopping allowance, mobility subsidy or Urban Sports — available after successful completion of the probation period.
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