Hybrid Customer Support Manager

at BitterPower GmbH (BitterLiebe)

• Job title: Customer Support Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Mannheim, Germany

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 :)