Customer Support Manager DACH (m/f/d) - Amsterdam, Paris, London or Berlin (Remote)

Berlin, Germany | Operations | Full-time | Partially remote



You think about joining us as Customer Support Manager? You deserve an insight into the team's mind, right away. They are special and spectacular. If you connect with this, you are destined to get in touch.

When we asked Alejandro, our long time Customer Ops Team Lead, what it means to do the work of an ops team, he responded with this:

"You are a nerd but you dance to rock and roll,
you are an introvert but love talking to people,
you like to specialise but you constantly do everything,
you are a dog person but have a cat,
you love Star Wars but can’t get enough of Star Trek…
Then you are the right person for Customer Operations”

Let's be more specific, now.

About the role:

As a Customer Support Manager (m/f/d), you are in direct contact with our customers and resellers in the DACH region. You provide our partners with important product information on our Location Marketing Cloud (SaaS) and provide support with technical or other questions concerning our solution. You are responsible for the technical implementation of our customers and accompany them at the highest level through the first application steps with our product. Not only the customer contact will be important in this position, but also the coordination, especially with our revenue as well as product teams.


Your responsibilities: 

  • You take care of our enterprise customers and resellers by ensuring that the full potential of our Location Marketing Cloud (SaaS) Solution can be utilized
  • You will be responsible for describing and escalating bugs through the appropriate internal channels
  • You handle complex implementation processes with the utmost of care, keeping a close eye on our KPIs
  • You collaborate with your colleagues in the Customer Operations team, as well as the Success teams, to accompany our customers through the different stages of escalation management
  • You work out the "best practice solutions" and create guides for internal and external use
  • You should be very familiar with our processes and you support the rest of the Customer Operations team in their efforts to constantly develop and improve these internally and externally


Your profile:

  • Relevant professional experience at a B2B software company in relation to a product requiring explanation/onboarding, preferably in the areas of online marketing, e-commerce or IT
  • You can quickly familiarize yourself with new and technically complex issues, prioritize them and organize yourself
  • Ideally, you already worked with ticket and CRM systems in the past (e.g. Jira, Salesforce)
  • You are open for new ideas and approaches, you have excellent communication skills and you are familiar with the fast implementation of solutions
  • Your profile is rounded off with fluent German and a very high proficiency in English. Other languages such as Italian, French or Spanish are a bonus

What we offer:

  • A market-leading and cutting-edge location marketing software (SaaS) scale up with an exciting & international customer base
  • A very exciting position in close collaboration with a highly professional team in Uberall’s headquarter
  • International team and regular company & team events
  • A lively and open company culture with flat hierarchies and short chains of command
  • Flexible working hours, an attractive budget for professional development and regular feedback sessions to assist you with your career plans
  • Coming from abroad? - We are offering an extensive relocation package including visa, temporary and permanent accommodation, etc.
  • Regular language classes, meditation sessions and our own gym
  • You are a dog person? - There will be room in the office as well
  • A high degree of responsibility with creative freedom and personal advancement avenues.
  • One of Germany’s fastest-growing companies (awarded by KPMG, Axel Springer & Gründerszene) with a global orientation and market leadership in EMEA

Bonus points for anyone who finds our highlight reel of the "Dogs VS Cats" debate club video. If this sound like an interesting challenge for you, don't hesitate. We'll be happy to have a chat.

Please use the „Apply now“ button or contact Dylan Louw directly, if you have any further questions.