(Senior) Customer Support Manager (m/w/d)
Core
Operate and scale the platform support function by managing 1st level dispatch, overseeing external service partners, and implementing AI tools to handle high ticket volumes.
Role type
Senior Customer Support Manager (Operations)
Builds
Scalable support operations model for a B2B SaaS logistics platform
Domain
B2B SaaS / Logistics
Required skills
Support operations, incident management, vendor/partner management, budget ownership, KPI reporting, process optimization, stakeholder management
Preferred skills
Jira Service Management (Admin), iLert (Admin), Octonomy.ai, Confluence, GitHub workflows, ITIL/SRE frameworks, AI-assisted coding
Technologies
Octonomy.ai, iLert, Jira, Confluence, GitHub, iLert
