Customer Support Manager (f/m/d)

The role <br> At envelio, we are proud to have been named as one of the <strong>hundred most innovative clean technology companies</strong> in the world. And we want to achieve even more with our shared vision of driving forward the energy transition using digital technologies. Our web application platforms already enable grid operators to digitize and automate their core processes.<br><br>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.<br><br>As Support Manager in our <strong>Customer Excellence Team</strong>, 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. Your tasks and responsibilities<br> <ul><li>You professionally support our customers by answering queries and complaints via email and phone</li><li>You manage the customer requests in our ticket system</li><li>You perform initial analyses of the diverse and technical inquiries, evaluate them and continue to coordinate the process internally  </li><li>You work closely together with our development and product teams to further develop our software in the interest of our customers  </li><li>You actively contribute to the team's success by continuously optimizing and automating our support processes</li><li>You support the collection of customer feedback and communicate and coordinate results to always ensure the further development of our software</li><li>You contribute to the creation of training materials, e.g. feature articles or explanatory videos</li></ul> What you need to succeed<br> <ul><li>You have successfully completed your (Bachelor's) degree or apprenticeship</li><li>You have gained initial experience in customer support or complaint management in a B2B (ideally SaaS) environment </li><li>You are a strong communicator with very good written and spoken German and English skills (C1 level) (other languages are a plus)</li><li>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</li><li>You work independently and take a proactive and solution-oriented approach to problems</li><li>Your way of working is structured and absolutely reliable</li><li>You have good analytical skills and technical understanding </li><li>You are experienced in working with CRM and ticket systems</li><li>Dealing with common Office products is no problem for you </li></ul> Why envelio<br> <ul><li><strong>Flexible working mode </strong>within Germany: Hybrid, from home or in our lovely office in Cologne</li><li>Option for <strong>remote work from abroad</strong> (up to three months per year) </li><li><strong>30 </strong>holidays + <strong>3</strong> corporate holidays </li><li>Support for your health through <strong>sports membership cooperations </strong></li><li>Flexible use of a monthly<strong> mobility budget </strong>(e.g. Jobrad, ÖPNV)<strong><br></strong></li><li><strong>Time and resources </strong>for individual growth </li><li>envelio pension plan </li><li>Regular company and team <strong>events</strong></li></ul>