Customer Service Manager
Core
Manage outsourced customer support operations and strategy for the German market, ensuring high-quality experiences across email, voice, and live chat channels.
Role type
Customer Service Manager (outsourced team lead)
Builds
Scalable customer support processes and tools for the German market
Domain
Non-profit fundraising / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Vendor management, German market expertise, multi-channel support (email/voice/chat), performance metrics analysis, cross-functional collaboration, incident management, resource forecasting
Preferred skills
Technology curiosity, strategic planning, quality control tool usage
Technologies
Forecasting tools, planning tools, quality control tools
Responsibilities
Manage vendor relationships and governance for outsourced support, oversee SLA and CSAT targets, handle high-tier customer escalations, coordinate resource capacity for high-volume periods, gather local customer insights, align internal teams on campaigns and feedback
Seniority
Mid-level, hands-on management