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

(Senior) Customer Support Manager (m/f/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 don't want to manage our support function. You want to scale it, through clearly defined processes, the strategic engagement of external service providers and tools, and the targeted use of AI. If so, join fulfillmenttools as Customer Support Manager (m/f/d) and take operational responsibility for our platform support, acting as the central interface between our customers, external partners, and our product development team.

First-Level Dispatcher: You serve as the central point of contact for incoming tickets, qualifying, prioritizing, and routing them to the appropriate internal or external parties. Ticket Management: You monitor quality, turnaround times, and SLA compliance, follow up proactively where issues arise, and ensure that nothing if through the cracks. End-to-End Process Ownership: You identify weaknesses in our support processes and resolve them proactively — from ticket intake through to post-mortem analysis. Incident Management and 24/7 Oversight: You orchestrate our 24/7 operations via iLert, moderate major incidents, and ensure clear, consistent communication with customers. KPI Reporting and Data Analysis: You build and maintain reporting at the platform, customer, and process level, report KPIs to management on a regular basis, and derive appropriate action items. Scaling Through Partners and AI Tools: You further develop our operating model, manage external service partners and service centers, and deploy AI tools (e.g., Octonomy.ai) to handle volume efficiently. Business Case Ownership: You are responsible for the support budget, manage cost per ticket and cost per customer, and make data-driven make-or-buy decisions. Stakeholder Management and Collaboration: You organize and facilitate the weekly support handover and ensure a robust feedback loop with Product, Engineering, and Customer Success.

Required qualifications

Support Operations Experience: 2–3+ years in a comparable role in technical support or customer operations, ideally within a B2B SaaS or logistics environment. Organizational Skills and a Dispatcher Mindset: You have a strong affinity for structure, priority quickly, and maintain oversight even under high ticket volumes and concurrent incidents. Communication Skills: You confidently and empathetically, both with customers and colleagues. You are fluent in German and English. Process and KPI Orientation: You think in terms of funnels, turnaround times, and SLAs, and are prepared to fundamentally redesign processes when the data calls for it. Vendor and Partner Management: Experience collaborating with external service centers and providers under clearly defined SLAs. Budget and Business Case Responsibility: You are able to build business cases, manage budgets, and substantiate make-or-buy decisions.

Preferred qualifications

Tool Expertise (Administrator Level):Jira / Jira Service Management (Administrator: queues, workflows, automation iLert or a comparable incident management tool (Administrator: schedules, escalations, on-call), Octonomy.ai or similar AI support tools Confluence for documentation and runbooks

Coding / Vibe Coding: A basic understanding of code or experience with AI-assisted coding to build automation smalls independent. Atlassian Ecosystem and GitHub: In-depth knowledge of the Atlassian stack and experience with GitHub workflows. Experience with Post-Mortems and 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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