Customer Support Manager (m/w/d)

Role Overview

At Planerio GmbH, the Customer Support function extends beyond traditional problem-solving; it serves as a strategic pillar for customer retention, product quality, and scaling. As a Customer Support Manager, you will act as the primary contact for customers with technical inquiries, error reports, and application assistance. Collaborating closely with Customer Success, Product, and Engineering teams, you will play an active role in making our support more scalable, efficient, and high-quality.

Key Responsibilities

• Handle support tickets via Zendesk through email, ticket portal, and, where applicable, chat and phone, adhering to established quality standards.
• Prioritize and categorize tickets using a P1 to P4 priority model.
• Conduct initial error analyses and reproduce reported bugs when necessary.
• Contribute to the maintenance and expansion of our knowledge base.
• Support the development of AI-driven ticket deflection and automation initiatives.
• Ensure structured handover and escalation to Customer Success, Configuration, or Engineering following specified criteria.
• Provide customer feedback, identify recurring issues, and contribute feature requests into the product feedback loop.

Experience and Personal Attributes

• Possess 2 to 4 years of professional experience in customer support or similar roles.
• Fluent German language skills in both written and spoken form.
• Enjoy customer interaction and communicate in a solution-focused, empathetic manner.
• Have solid technical understanding with the ability to quickly familiarize yourself with SaaS applications.
• Maintain a careful and structured approach to work, managing high ticket volumes effectively.
• Prefer working following defined processes, playbooks, and quality standards.

Preferred Qualifications

• Experience with Zendesk and telephone customer support.
• Basic experience in technical support, IT helpdesk, or customer service, including student jobs, internships, or vocational training.
• Familiarity with knowledge bases or FAQ systems.
• Interest in automation and AI-powered support processes.
• English proficiency is advantageous but not mandatory.

What We Offer

Join a team that regards support as a strategic and vital component of customer experience. Benefit from clear procedures, defined escalation paths, and a structured priority model while using a modern toolset. We conduct ticket reviews and trend analyses to ensure continual improvement.

• Flexible working hours and trust-based working time models.
• Subsidized public transport ticket for Germany.
• Discounts through corporate benefits programs.
• Contributions to EGYM Wellpass wellness program.
• Regular events including BBQs, Oktoberfest celebrations, and Christmas parties.