Remote job
Customer Operations manager DE
Job details
About this role
Role overview
A customer operations management role based in Hamburg, Germany, leading service delivery for a computer software business across the German market. The position blends hands-on customer work with process improvement and team coordination. It is well suited to an operations leader who enjoys refining support workflows in a fast-moving software environment.
Responsibilities
- Oversee day-to-day customer service operations across multiple channels for the German market. - Build and refine support processes to improve response times, resolution quality, and overall customer satisfaction. - Partner with product and engineering teams to escalate customer issues and feed back insights from the field. - Coordinate, coach, or directly manage members of the customer-facing team. - Track operational metrics and report on service performance to internal stakeholders.
Requirements
- Background in customer service or customer operations, ideally within a software or SaaS-style business. - Experience operating in or directly serving the German market. - Strong organisational mindset and a process-oriented approach to problem solving. - Comfort working within a computer software company and its typical release and tooling cycles.
Nice to have
- Fluency in German alongside English to coordinate across local and international stakeholders.