We prioritise mobility concepts and strive to offer our talent as much flexibility as possible. We provide a hybrid working model within Germany, plus the option to work from abroad for up to 30 days per year. However, we would love to meet you in the office at least once to four times per month.
THE ROLE & THE TEAM
The 1st Level Support (Operations) team delivers exceptional B2B customer service supporting Brands and Marketplaces. The Operations Manager handles incidents and requests efficiently and effectively while aligning with SLOs/SLAs and KPIs. With a strong focus on operational excellence, you will monitor the support queue and ensure effective case handling with customer satisfaction in mind. You have a proactive approach to monitoring and problem-solving, with strong customer communication skills and ensuring rapid speed to resolution, whilst also contributing to continual improvements with the team.
WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)
Being the initial support for customers or partners experiencing technical issues, providing end-to-end assistance within established service levels (SLAs).
Issue Resolution & Escalation: Investigating and resolving issues promptly or escalating them as needed to meet SLA commitments.
Proactive Communication: Keeping customers informed with timely updates throughout the resolution process, ensuring SLA adherence.
Feedback for Improvement: Sharing insights and identifying opportunities for process optimization, collaborating with Application/Product Managers, Service Delivery Managers, and Product & Technology teams to drive improvements across Operations..
Integration Monitoring: Using tools to monitor brand and marketplace performance, identifying and addressing issues proactively.
WE’D LOVE TO MEET YOU IF
You are a Tech Enthusiast: You love exploring new technologies, tools, and techniques.
You have a Customer-Centric approach: With support experience, you excel at troubleshooting, resolving issues, and consistently delivering exceptional service and customer satisfaction.
You are familiar with XML and CSV, and eager to deepen your knowledge in data integration.
You’re proactive and comfortable solving challenges independently.
You are proficient with ITSM tools.
You are an organized Team Player: Motivated, detail-oriented, and collaborative.
Language Proficiency: Fluent in English; German is a plus. You can convey complex concepts clearly in both languages if needed