Hybrid Customer Support Manager

at Haiilo

• Job title: Customer Support Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Hamburg, Germany

About the role

• Customer Support Manager ensuring client satisfaction in SaaS by managing inquiries and technical issues. Collaborating with internal teams to provide effective solutions.

Responsibilities

• Handle customer inquiries across First-, Second- and Third-Level support
• Responsible for all requests via our ticketing system as well as by phone, with the goal of achieving customer satisfaction above 90%
• Closely collaborate with internal stakeholders such as Product, Engineering and Sales to clarify complex inquiries
• Analyze and resolve technical issues related to our web-based SaaS products
• Build long-term customer relationships through reliable, empathetic and professional communication
• Actively contribute to and optimize support processes, documentation and the knowledge base

Requirements

• Minimum 3 years of professional experience in customer support with active ticket handling in a ticketing system such as Zendesk or equivalent
• Strong experience in a B2B customer environment, ideally in a SaaS company
• Fluent German and English, both written and spoken
• Experience handling technical inquiries for web-based applications
• Confident handling of complex customer issues via ticket, email and phone
• High degree of ownership and the ability to drive complex topics independently to conclusion
• Nice to have: experience in an international support team and familiarity with SLAs, CSAT or comparable quality metrics

Benefits

• 👩🏼‍💻 Hybrid: We value both flexibility and on-site collaboration as they strengthen our culture and team cohesion. Therefore, we work two days per week in the office (Wednesdays and one additional team-dependent day).
• 🎉 Company culture: We place importance on spending time together. You will regularly participate in team events, themed after-work events (e.g., Pride Month, Cultural Awareness Month, etc.), in-person workshops and our annual company week in Hamburg 🥳
• 🚀 Growth: At Haiilo we are passionate about fostering personal and professional growth. Our leaders are dedicated to helping you improve every day through individual and group workshops, financial support for training, conferences, books, etc., and external learning resources (e.g., access to Blinkist).
• 🌴 Work–life balance: You receive 30 vacation days to take a well-deserved break. Additionally, employees at all locations receive two company-wide self-care days per year on top of regular vacation days (because we love our work but also value a healthy work–life balance!).
• 🌟 Health & Wellbeing: To support physical and mental wellbeing, we offer health insurance for all locations and discounts for gym memberships, as well as access to Nilo.health. Healthy employees make for happy employers!
• 🌏 Sustainability: We have only one planet — we understand the importance of sustainability. We are a climate-neutral company, our products are sustainable, and we offer exclusive discounts for sustainable brands through FutureBens.
• 🫂 Diversity & Inclusion: We are committed to a diverse and inclusive environment. As an international and multicultural team with varied skills, ideas and experiences, we actively work to represent and promote diversity across the company.