Team Manager Customer Success (m/w/d) Specialists & Complaint Management

Stepstone is a leading online job platform in Germany that helps job seekers find the right job. As one of the largest providers in the job market in Germany, we have already enabled millions of attitudes in a wide range of industries and sectors.

We are proud to be part of the Stepstone Group - with their worldwide expertise for tech job platforms. As part of this global team, we can use the latest technologies, data and industry expertise to further improve our service and adapt our technology to the needs of the job market through continuous innovation.

From good to great: raise customer success to a new level. As Team Manager Customer Success & Complaint Management, you conduct two highly specialized teams with the clear goal of measurably improving the customer experience and increasing key figures such as satisfaction and retention. Your mission: You are transforming customer feedback, in particular complaints, into cross-border measures that will have effect throughout the company. In addition, you drive new service innovations and set standards for excellent customer success. Your tasks: Leadership & Team Development: You guide, coach and empower the teams, promote individual potentials and ensure outstanding performance. Strategy: You actively shape the orientation of the customer success area and define a roadmap of initiatives that improve customer experience and sustainably increase central KPIs. Service innovation: You design, test and implement new services along the customer journey to measurably improve the customer experience and central CS-KPIs. Complex complaint management: You process demanding customer cases independently and ensure sustainable, consistent solutions. Processes, Standards & Reporting: You define processes, standards and KPIs, first reportings, guide Insights and work closely with stakeholders from sales, customer success, service, product and marketing.

That's what you bring: Completed commercial training or studies – ideally focusing on communication, business or service

At least 4 years of professional experience in customer success or complaint management – ideally with at least technical management responsibility

High problem-solving competence, pronounced quality awareness and passion for sustainable process optimization

Experience in creating reporting and address-oriented communication of analysis results

Knowledge of CRM systems (e.g. salesforce) and handling of ticket systems are advantageous

Very good knowledge of German and good knowledge of English in word and writing

At Stepstone we value that you feel comfortable not only at work, but also outside the office. We therefore offer you attractive advantages: 31 days holiday plus 2 additional days for Christmas and New Year Hybrid working model Occupational pension Employee Assistance Program (24/7 support) Operational risk life insurance Voluntary Social Days Jobbike In-house gym and barista Bring your dog to the office Benefits Parking and Access to the Corporate Benefits Portal Our mission Same opportunities for all – this is our claim! We are convinced that diversity and inclusion are crucial to our success as a global company. Therefore, we promote and appreciate diversity in all their facets and look forward to any application, regardless of origin, gender, sexual orientation, disability, religion, age, marital status or other features. JOBV1_EN