(Senior) Customer Support Manager (m/f/d)

(Senior) Customer Support Manager (m/w/d)

For our (h)founded start-up based in Cologne we are looking for you! Be part of building our software-as-a service business model and shape the future of eCommerce fulfillment with us! You do not want to manage our support, but to scale – with clear processes, with the involvement of external service providers and tools and the targeted use of AI? Then, with fulfillmenttools as Customer Support Manager:in (m/w/d) the operational responsibility for our platform support and is the central interface between customers, external partners and our product development.

1st Level Dispatcher:in: You are the central starting point for incoming tickets, qualify, prioritize and route them to the right places – both internally and externally. Ticket management: You keep quality, throughput times and SLA attitude in mind, catch where it is hakt, and make sure nothing remains. Process-Ownership End-to-End: You identify vulnerabilities in our support processes and actively correct them – from ticket recording to post-mortem. Scaling by partners and AI tools: You develop our operating model, control external service partners and service centers and use AI tools to efficiently manage volumes. Incident Management & 24/7 Control: You can arrange our 24/7 operation via iLert, moderate Major Incidents and secure clean communication to customers. Business Case Responsibility: You are responsible for the support budget, tax costs per ticket / per customer and meet data-based make-or-buy decisions. KPI-Reporting & Data Analysis: You build and maintain reports at platform, customer and process level, KPIs regularly reports on management and conducts measures. Stakeholder Management & Collaboration: You organize and moderate the weekly support handover and provide a clean feedback loop for product, engineering and customer success.

Must-have Support operation experience: 2–3+ years in a comparable role in technical support / customer operations, ideally in the B2B SaaS or logistics environment. Organizer & Dispatcher Mintset: You love structure, priorities quickly and keeps the overview even with high ticket volumes and parallel incidents. Communication professional: You communicate confidently and empathically (both to customers and your colleagues). German and English fluent. Process- & KPI-Denken: You think in funnels, throughput times and SLAs – and trust you to consistently rebuild processes when figures suggest it. Vendor & Partner Management: Experience in cooperation with external service centers / service providers according to clear SLAs. Budget & Business Case Responsibility: You can count business cases, answer budgets and justify make-or-buy decisions. Nice-to-have Tool expert (admin level):Jira / Jira Service Management (Admin: Queues, Workflows, Automation) iLert or comparable Incident Management Tool (Admin: Schedules, Escalations, On-Call) Octonomy.ai or comparable AI support tools Confluence for Doku & Runbooks

Coding / VibeCoding: basic understanding of code or experience with AI-based coding to build small automations themselves. Atlassian ecosystem & GitHub: deeper know-how in the Atlassian stack, experience with GitHub workflows. Experience with Post-Mortems / Incident Management Frameworks (e.g. ITIL, SRE Practices).

Everything your heart desires: Whether Hackathons, Tech-Talks, Meet-Ups or individual training according to your role with us: Together we will see which formats and events are exciting for you!

A colorful team: join the #nerdherd!: If we succeed, then only together. And we're celebrating! Whether carnival, new clientele or ourselves - fun and party do not come too short.

An onboarding that doesn't let you down!: Your:e Mentor:in accompanies you the first weeks and our video boot camps leave no question open. Are you ready?

Flexibility is the key. For both of us, you're in our hearts. Therefore, we offer you more than 30 days of vacation, working time and flexible work.

Treat yourself - even without a canteen.: Free drinks, cereal bar and fruit keep your motor running! On top we also grant your lunch package. Psst: There are cakes too often!

Mobility is key!: We grant your Deutschland ticket and also offer free car & bicycle parking right outside the door. Jobrad-Leasing is also on offer!

Tools and software? Join us!: We'll put you laptop and smartphone. You choose your preferred operating system. In addition, you will receive a budget that allows you to equip yourself with your wishes on top.

What is your personal Prio?: We give everything for your personal well-being! We grant your Urban Sports membership, your health services, or oldage pensions or kita fees. You decide!

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