Customer Support Manager

November 12

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Description

•Do you enjoy guiding users to the right solutions? Does solving tricky problems feel rewarding? Have people told you that you can explain things clearly both in person and in writing? If so, we’d love to hear from you. •We’re looking for an exceptional Customer Support Manager to join Chris and the dedicated support team. In this role, you’ll work directly with our users, helping them solve their technical issues, answer their questions, and make the most of our product. As the first point of contact for many of our users, you’ll ensure they have an exceptional support experience and get what they need to enjoy smoother, seamless outdoor adventures. •User happiness and satisfaction have always been central to our mission, and together with the team, you’ll play a crucial role in shaping our reputation and building great customer relationships. •Core Communication time between 10 am - 3 pm (Berlin Time). We know people have different lifestyles, which is why we have flexible working hours with core time for synchronous interaction. You can organize your workday in the way that best suits you, your family, and your needs. •We work on a project basis in cross-functional teams to ensure that we collaborate on our goals, move forward smoothly with open lines of communication, and achieve results as a team. •Every Monday morning, we have a whole-company presentation where you hear about projects across the business, inspire each other, and share great work. •We connect in person at three whole-company gatherings each year in beautiful locations. •We use tools like Trello, Slack, Miro, Zoom, and Google Drive on a daily basis to stay connected, collaborate easily, and manage projects.

Requirements

•Have outstanding communication skills in German and English. Additional languages (e.g. Dutch, Italian, Spanish) are welcome. •Are open to flexible scheduling, including occasional weekend support. •Have 2+ years experience working in online or tech support, and you love it. •Have a sharp eye for identifying and reporting technical bugs, with proven experience in troubleshooting and guiding customers through resolving issues effectively. •Have experience working on improving support processes and documentation. •Can explain complex technical topics to both colleagues and customers with a range of technical expertise. •Are highly self-driven, responsible, well-organized, and able to handle competing priorities. •Are positive, curious about our users’ needs, and keen to improve their experience. •Have an interest in how AI could enhance support processes and customer experiences. •Have a passion for outdoor sports, mobile apps, wearables, or bike computers.

Benefits

•38 paid days off (inclusive public holidays) – you are free to take those days whenever it suits you, including a well-deserved winter holiday break. •We love seeing people grow. That's why each team member gets €2,000 and 3 additional days to spend on professional development each year. Classes, conferences, books – your choice! •Costs covered for your co-working space membership or your work-from-home office setup and the latest devices and equipment to do your best work.