Customer Service Manager

All Offices /
Clients – Professional Services /
/ Hybrid
Customer Service / Implementation Manager - EPOQ

Do you like to make sure that everything runs smoothly? Are you an excellent problem solver with good analytical skills? Are you able to put yourself into different situations and enjoy solving problems for and with people? Would you like to develop professionally and personally in a great, friendly environment? If you answered yes to those questions, you should apply with us today!

The Customer Service Manager will be responsible for helping our customers implement search and recommendation tools to help optimize the customer experience. They will work closely with the development team as well as being client facing. 

NOTE: This role must be fluent in German & English.

What you will do:

    • Be the first point of contact for our new customers and help them to make the most of the many possibilities offered by our services from day one. 
    • During the onboarding process, act as a coach, technical advisor and friend of the customer at the same time.
    • Continue to accompany and inspire your customers and provide them with advice and support. 
    • Collaborate with Sales and Customer Success to uncover optimization potential and develop our customers into enthusiastic users of our services.We strive for long-term relationships with our customers and maintain them for years.
    • Bring feature requests to our product development team in a structured way, helping to make our services even better every day.
    • Occasionally support our sales team in video conferences.

What we are looking for:

    • You enjoy communicating with customers and working with them on challenges.
    • You are often and gladly on the internet and active in online stores.
    • You are curious to understand technical and sometimes complex web applications.
    • You have empathy, imagination and can put yourself in the shoes of your counterpart.
    • You are able to explain complex technical concepts in a digestible way.
    • Bonus points if you can distinguish HTTP from HTML, and XML from CSV! If not, you are at least interested in deepening your knowledge.