Manager of Customer Support leading a team focused on order process improvements and customer experience in North America. Overseeing operations in Bohemia, NY and Marlborough, MA.
About the role
- Customer Support Manager responsible for B2C inquiries via multiple channels. Collaborating with internal teams to ensure high customer satisfaction in the health and nutrition sector.
Responsibilities
- You are the direct and primary point of contact for our B2C customers
- You respond to customer inquiries across all channels: email, social media, WhatsApp, website chat and phone
- You advise customers on product-related questions
- You coordinate replacement deliveries and communicate with our fulfillment partner
- You handle orders, cancellations, returns, complaints and refunds
- You work hand in hand with other departments to ensure first-class customer satisfaction
Requirements
- You have very high quality standards for your work and can work independently and in a structured way to familiarize yourself with new topics
- You find the right words even in challenging situations and seek the best possible solution — satisfied customers are important to you
- You already have experience in customer service (CRM experience is an advantage)
- You enjoy engaging with people, are an excellent communicator and present yourself professionally
- You have very good German language skills, both written and spoken
- You have a quick grasp of new information and are comfortable multitasking
- You are interested in health and nutrition topics and can identify with our philosophy
Benefits
- Inspiring start-up spirit: immerse yourself in a friendly and highly motivated team with lived core values, flat hierarchies and a respectful, collaborative working atmosphere
- The opportunity to take on responsibility and initiative and to implement your own ideas in your areas
- A modern office in a great location in Mannheim with good transport connections
- Attractive compensation and 30 days of vacation
- Flexible working model: 2 days of home office per week
- Company pension schemes (BAV / BKV) and fitness subsidies
- Team spirit through employee events (company parties, sports activities, workations abroad, etc.)
- Enjoy free drinks & snacks and, of course, as many bitter extracts as you want :)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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