Experienced Customer Support Supervisor – German Market Expansion at arenaflex

About arenaflex

arenaflex is a leading learning and knowledge platform that empowers medical professionals worldwide to deliver the best possible care to their patients. Founded in 2011, our mission is to create a platform that we, as medical students and professionals, would have wished for ourselves. Since then, we have grown to become a global organization, active in over 180 countries, with a strong focus on Germany and the USA. With a team of over 500 talented individuals in Berlin, Cologne, New York, and Cagliari, we are committed to making a positive impact on the medical community.

About the Role

We are seeking an experienced Customer Support Supervisor to join our team in the German market. As a Customer Support Supervisor, you will be responsible for leading a team of support specialists, providing guidance and mentorship, and driving operational excellence. If you are a motivated and experienced professional with a passion for customer support, we encourage you to apply.

Key Responsibilities

• Manage user inquiries and daily operations: Collaborate with team management, identify problems, and make informed decisions to ensure seamless customer support.

• Steer our communication channels (in close collaboration with team management) using various tools to recognize trends and proactively adjust workflows and scheduling – always prioritizing AMBOSS, our users, and the support team.

• Update and create information sources like Notion, Help Center, and Macros.

• Represent the support team and our users in meetings and discussions with other teams, ensuring customer-centric solutions and keeping the team informed.

Performance Management

• Regularly analyze the performance of your direct reports, focusing on quality, productivity, and internal and cross-functional processes.

• Provide constructive feedback to enhance the professional and personal development of your reports.

• Collaborate with team leadership to support the strengths and development of team members through targeted task and project allocation.

Guidance and Mentorship

• You will be responsible for a part of our team, supporting their development, and guiding them through challenging times.

• You will be one of the first points of escalation for user inquiries – aiming to support, educate, and empower the team.

• Collaborate with team leadership and management to ensure a positive, cooperative, and motivating work environment.

• Identify and support the career growth of your reports, recognizing opportunities for them to take on new challenges and responsibilities.

Essential Qualifications

• Proven experience in customer support, ideally with some experience in mentoring or leadership roles.

• Fluent German language skills (C2 level) and excellent English language skills.

• Excellent communication and interpersonal skills.

• Strong technical knowledge, particularly in the use of common helpdesk tools.

• Focus on operational excellence.

• Flexibility in handling changing requirements and ambiguities.

Preferred Qualifications

• A growth-oriented mindset and a willingness to learn and develop continuously.

• The ability to organize and prioritize yourself and your team effectively.

• Empathetic support and mentorship of team members.

• Data analysis to improve performance and optimize processes.

• Making efficient, well-thought-out decisions and delegating tasks effectively.

Our Benefits

At arenaflex, we believe in investing in our employees' well-being and growth. Our comprehensive benefits package includes financial, physical, and mental health support, as well as work-life balance initiatives. Some of our benefits include:

Work-Life Balance

• 30 days of paid vacation per year (based on a 5-day workweek).

• AMBOSS Day: A company-wide free day per year (where you can ignore all Slack notifications).

• Purpose Day: A day for you to focus on your personal values, whether it's volunteering, creativity, or spending time with family and friends.

• Tenure Day: Every two years, you'll receive an additional day off, up to 33 days (after 2+ years of service).

• Attractive pension plan: A comprehensive retirement plan for employees living and working in Germany.

Wellness and Self-Care

• Urban Sports Club: AMBOSS sponsors M-membership.

• Fitbit: A smartwatch and activity tracker to motivate you to stay fit and active. AMBOSS sponsors the Fitbit Versa 3.

• Swapfiets: Get a bike for your commute to our offices in Cologne or Berlin. AMBOSS sponsors the Deluxe 7-plan.

• Deutschland Ticket: If you work 3+ days a week in one of our German offices, AMBOSS will cover your monthly public transportation ticket (excluding remote work).

Nourishment and Support

• Our chefs prepare healthy, delicious meals for breakfast and lunch in the office (with both meat and vegetarian options).

• Less stress about childcare: Bring your child to our AMBOSS kindergarten in Berlin if your regular kindergarten is closed, or use it to bridge the time until you find a new spot.

• Take a break and recharge: Enjoy some sunshine at our office in Cagliari, Sardinia, perfect for team retreats, workshops, or simply soaking up some sun.

Join the arenaflex Team

We value diversity as a driving force for innovation and welcome all individuals who share our mission to empower medical professionals worldwide. If we've just described your dream job, we encourage you to apply – even if you don't meet all the requirements.