Customer Support Manager:in (m/w/d)
Core
Building, developing, and operating the Customer Support function in Germany for Acture's Wellbeing Platform and My7steps, a certified medical device for mental health.
Role type
Senior Customer Support Manager (Operations & Support)
Builds
Zendesk system, support playbooks, data analytics tracking, and scalable support structures for a mental health medical device.
Domain
HealthTech / Mental Health / SaaS
Required skills
Zendesk, data analytics, process optimization, stakeholder management, German (C2), English (C1)
Preferred skills
SaaS support experience, operations background, writing skills
Technologies
Zendesk, Notion, Microsoft Teams, Aircall, HubSpot
Responsibilities
Manage end-user and enterprise customer inquiries via email, ticketing, and phone; build and maintain Zendesk system including routing and automation; establish data tracking for KPIs and reports; develop support playbooks and knowledge base; collaborate with Customer Success, Product, and Marketing teams.
Seniority
Senior, hands-on IC