Customer Support Manager - SaaS (m/f/d) | Frankfurt am Main

Work @ everii

Are you passionate about B2B SaaS software and enjoy supporting customers with their daily challenges? Do you find suitable solutions, explain complex topics understandably, and want to further expand your support competencies in a dynamic environment? Then you've come to the right place!

For the support of our SaaS solution untermStrich, we are looking for a dedicated personality who will competently and service-orientedly assist our customers. untermStrich supports companies in digitally mapping and efficiently managing their commercial and organizational processes.

At everii, you work at the interface between technology, customers, and their individual requirements. You help to quickly clarify questions, sustainably solve challenges, and inspire our customers for the best possible use of untermStrich.

If you like to take responsibility, work solution-oriented, and want to delve deeper into the world of modern SaaS software, we look forward to hearing from you!

Responsibilities

• Customer Communication: You are the first point of contact in support and in close exchange with our customers.
• Inquiry Management: You receive support requests and ensure their prompt analysis and resolution.
• Customer Support: You advise customers and resolve technical and functional inquiries regarding our planning tools.
• Solution Development: Independent processing of inquiries and application of modern tools such as databases and ticketing systems.
• Product Improvement: You identify optimization possibilities and provide valuable feedback for product improvement.
• Documentation: You maintain and develop our support documentation and contribute helpful articles to our knowledge base.

Qualifications

• Basic Requirement: You have basic knowledge in using AI tools, are enthusiastic about AI, and are willing to actively use these tools in your daily work.
• Qualification: You have already gained initial professional experience in (technical) support.
• Technical Understanding: You possess technical know-how and are open to SaaS and on-premise solutions as well as modern business software.
• Strong IT Affinity: You are very interested in IT and new software solutions and enjoy familiarizing yourself with new tools. You can generally correctly classify common technical terms and systems – for example, SQL and MySQL.
• Commercial Understanding: You have a good understanding of commercial topics and can, for example, meaningfully compile and classify salary costs.
• Interest in Further Development: You are motivated to deepen your expertise in the support area while also gaining insights into Customer Success.
• Strong Communication Skills: You enjoy maintaining customer contact and developing solutions.
• Team Player: You enjoy working in a team and are willing to familiarize yourself with the various aspects of customer management.
• Language Skills: Very good German skills in speaking and writing, good English skills are a plus.

Benefits

• Smart Work: Technical equipment for remote work, a hybrid work model.
• Individual Development: Room for self-directed work and continuous learning.
• Flat Hierarchies: Short decision-making processes and a lot of creative freedom.
• Feel-Good Atmosphere: A modern office in the heart of Frankfurt with fresh fruit, coffee, chilled drinks, and a weekly shared breakfast.

We look forward to receiving your application, including your salary expectations and earliest possible start date.

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