Hybrid Customer Support Manager

at immocloud GmbH

• Job title: Customer Support Manager
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Dusseldorf, Germany

About the role

• Customer Support Manager responsible for a support team and operational tasks at immocloud. Hybrid role in Düsseldorf focusing on customer satisfaction and process improvement.

Responsibilities

• As Customer Support Manager, you assume professional responsibility for our four-person support team while also being an active part of day-to-day operations.
• You structure the daily workflow in Support, monitor workload and priorities, and actively participate in ticket and phone support.
• You handle tickets and calls as part of the regular daily business.
• You coordinate the operational daily business and set clear priorities within the team.
• You ensure that incoming inquiries are distributed and processed efficiently.
• You keep track of open cases, backlogs and team capacity.
• You take ownership of escalations and handle demanding conversations professionally and with empathy.
• You serve as the subject-matter contact for more complex issues or uncertainties.
• You are responsible for duty and shift planning and ensure stable coverage.
• You bring structure to processes and further develop workflows with a clear customer focus.
• You represent the Head of Customer Support on operational matters in their absence.

Requirements

• Several years of solid experience in customer support are required.
• Experience handling complex or technically involved issues.
• Ability to work independently to familiarize yourself with new topics and to make well-founded decisions.
• Ideally, experience or knowledge in property management (condominium or residential rental management).
• Experience in the functional coordination of a team, e.g., as deputy team lead or team lead.
• Confident handling of escalations and challenging conversation situations.
• Highly developed customer-oriented communication skills and strong empathy.
• Structured, responsible working style and clear prioritization in day-to-day operations.
• High degree of independence and confidence even without tightly defined corporate structures.
• German at native-speaker level, both written and spoken.

Benefits

• Significant impact: You will take a key role in Support and shape structures and processes with a high degree of ownership.
• Development prospects: Clear advancement opportunities within our continued growth — responsibilities are developed internally.
• Modern environment with room for your own ideas — short decision paths, plenty of freedom to shape your role and direct alignment.
• Hybrid work model: Düsseldorf + home office.
• Modern office with good transport connections.
• 30 days of vacation & fair compensation.
• A team that grows together and wants to build something collectively.