Manager of Customer Support

Keytech Software

Software Companies

76133 Karlsruhe, Baden-Württemberg - Deutschland

Manager / Team Leader

Experteer Overview

In this role you lead the customer support function for Revalize, ensuring high-quality help for customers and partners. You’ll manage a multi-product support team, monitor KPIs, and drive ongoing improvements to processes and self-service options. You’ll collaborate across functions to share insights on product issues, impact, and customer satisfaction. This is a growth-focused role in a fast-paced software company shaping the future of manufacturing technology.

Responsibilites

Directly manage a team delivering support to customers and partners
Monitor KPIs to ensure on-time delivery and satisfaction
Set and evolve performance standards for contributors
Coach team members to high performance
Contribute to evolving Customer Support as the business grows
Define training agenda for onboarding, product education, and cross-training
Provide cross-functional feedback on product issue trends and satisfaction
Drive cross-functional engagement for timely issue status
Act as primary escalation point for customers and internal stakeholders
Meet with key customers as needed
Participate in capacity forecasting and productivity programs
Contribute to Knowledge-Centered Support and self-service programs
Make employment decisions
Occasional travel may be required

Key requirements

Bachelor’s degree or equivalent experience
3 year of experience leading teams in delivering support to customers and partners
Proficiency in German and English (spoken and written)
Experience working with remote team members in multiple geographies and time zones

advanced communication skills prioritization of complex tasks persistence to overcome challenges Knowledge-Centered Support concepts (KCS)self-service strategies capacity forecasting

Description

In this role you lead the customer support function for Revalize, ensuring high-quality help for customers and partners. You’ll manage a mul…

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