Customer Support Specialist at Sonova, providing customer service and support. Handling inquiries, resolving issues, and maintaining customer records in a dynamic environment.
About the role
- Team Lead overseeing 1st and 2nd level customer support for Myfactory and Proffix in the DACH region. Leading a team to enhance customer satisfaction and operational efficiency.
Responsibilities
- You are responsible for 1st- and 2nd-level support for Myfactory and Proffix in Germany, Austria and Switzerland.
- You lead the support teams operationally and support the Senior Lead Support with disciplinary matters.
- You ensure the quality and efficiency of processes — both within the team and at the interfaces with adjacent departments.
- You continuously develop our education offering of online and in-person trainings.
- You increase customer and partner satisfaction by measuring, analyzing and optimizing SLAs and KPIs.
- You further develop your area of responsibility in line with the Forterro strategy together with the Senior Lead Support.
- You take responsibility for recruiting and retaining employees in your team.
- You actively promote the professional and methodological development of your team members through coaching, training and knowledge sharing.
- In close cooperation with our Cloud Operations team (AWS) you ensure a seamless operations and support process.
- You contribute strategically to contract structuring as well as product and sales decisions — together with the Senior Lead Support.
- You manage escalations confidently and proactively reduce conflicts, including clarification of outstanding invoices.
Requirements
- You have at least 5 years of recent professional experience in the ERP environment or in customer projects — ideally in a SaaS or cloud environment.
- Strong leadership qualities: coaching experience as well as building and developing international teams are part of your background.
- Experience with the introduction of ticketing systems and AI-supported support processes is an advantage.
- You bring sound knowledge in process optimization, SLA management and escalation management.
- Service orientation, teamwork, strong communication skills and a sense of responsibility are your strengths.
- You are experienced in collaborating with different stakeholders (Sales, Professional Services, Cloud Operations, Product Management).
- Negotiation skills and experience in contract and invoice management round off your profile.
- You work independently, in a structured and solution-oriented manner and can drive complex projects forward on your own.
- Technical understanding of cloud infrastructures (preferably AWS) and their integration into support processes is a plus.
- You communicate confidently in German and English.
- Willingness to travel within the DACH region for several days per month including overnight stays.
Benefits
- Flexibility and family-friendliness: Arrange your workday with flexible hours and the option to work remotely — supporting your work–life balance.
- Community: We foster an open company culture with flat hierarchies, short decision-making paths and strong team spirit.
- Grow with us: Use individual training opportunities and regular sessions to develop your professional and personal strengths.
- Mobility: Receive a subsidy for public transport or choose a company bike (JobRad) — for a stress-free, sustainable and flexible commute.
- Stay healthy: Benefit from our fitness, wellness and health offerings — for your physical and mental well-being.
- Modern workplace: Benefit from the latest technical equipment for productive and comfortable work.
- Shape the future: Work on exciting projects in a dynamic industry and take advantage of international development opportunities in a global environment.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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