Associate Manager - German Customer Support
About the Role
The Associate Manager, German Sustomer Support is responsible for the day-to-day supervision of the German Customer Support team while remaining actively involved in customer support. This role combines hands-on ticket work with team leadership, quality oversight, and operational monitoring across live (voice) and non-live (email, chat) channels.
The Working Lead plays a critical role in ensuring service-level targets are met, coaching agents on quality and performance, and supporting the transition of German customer support work to an in-house model.
What You’ll Do
Lead, coach, and develop Customer Support Representatives on the German team.
Monitor email and voice queues in real time and take action to meet service-level targets.
Ensure all ticket-based work is completed in line with agreed SLAs.
Support agent-level and AI-driven quality audits across all channels.
Provide structured coaching and feedback based on quality audits and KPI performance.
Conduct mock calls with new hires post-training to assess readiness for live support.
Analyze quality and performance trends and provide clear recommendations to International Leadership.
Collaborate with Operations and Training to improve processes and implement service standards.
Provide hands-on German customer support (~50%) via email, chat, and voice when needed.
What We’re Looking For
1–3 years of relevant employment experience in a contact center or customer support environment.
German proficiency at C1–C2 level or native.
Strong written and verbal English communication skills.
Experience working with KPIs, quality monitoring, and performance management.
Strong computer skills and ability to work with data and AI-enabled tools.
Passion for quality-driven work and continuous improvement.
Self-motivated, data-driven, and Lean-oriented.
Humble, open to feedback, innovative, and proactive.
#LI-DNI
About the job
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Associate Manager - German Customer Support
About the Role
The Associate Manager, German Sustomer Support is responsible for the day-to-day supervision of the German Customer Support team while remaining actively involved in customer support. This role combines hands-on ticket work with team leadership, quality oversight, and operational monitoring across live (voice) and non-live (email, chat) channels.
The Working Lead plays a critical role in ensuring service-level targets are met, coaching agents on quality and performance, and supporting the transition of German customer support work to an in-house model.
What You’ll Do
Lead, coach, and develop Customer Support Representatives on the German team.
Monitor email and voice queues in real time and take action to meet service-level targets.
Ensure all ticket-based work is completed in line with agreed SLAs.
Support agent-level and AI-driven quality audits across all channels.
Provide structured coaching and feedback based on quality audits and KPI performance.
Conduct mock calls with new hires post-training to assess readiness for live support.
Analyze quality and performance trends and provide clear recommendations to International Leadership.
Collaborate with Operations and Training to improve processes and implement service standards.
Provide hands-on German customer support (~50%) via email, chat, and voice when needed.
What We’re Looking For
1–3 years of relevant employment experience in a contact center or customer support environment.
German proficiency at C1–C2 level or native.
Strong written and verbal English communication skills.
Experience working with KPIs, quality monitoring, and performance management.
Strong computer skills and ability to work with data and AI-enabled tools.
Passion for quality-driven work and continuous improvement.
Self-motivated, data-driven, and Lean-oriented.
Humble, open to feedback, innovative, and proactive.
#LI-DNI