Experienced Customer Support Supervisor - German Market at arenaflex
Join arenaflex, a leading learning and clinical decision support tool, as we continue to empower physicians across the globe to provide the best possible care. Our mission-driven team is growing rapidly, and we're seeking an experienced Customer Support Supervisor to lead our German market team.
About arenaflex
arenaflex is a dynamic and innovative company that has grown from a small startup to a global player with over 500 employees across four offices in Berlin, Cologne, New York, and Cagliari. Our founders set out to create a tool that they would have hoped to have as medical students and doctors, and since then, we've gained immense traction in Germany and the US. Our team is passionate about delivering exceptional customer support, and we're looking for a seasoned leader to join our team.
Your Role
As a Customer Support Supervisor at arenaflex, you'll be responsible for leading our German market team, ensuring exceptional customer experiences, and driving operational excellence. Your day-to-day activities will include:
- Ownership of Customer Queries: You'll be responsible for owning customer queries and day-to-day business, working closely with team management but also independently identifying issues and making decisions.
- Monitoring and Analysis: You'll monitor inbound channels using various tools to identify trends and proactively adjust workflows and shift planning to maintain a balanced focus between company, customer, and team priorities.
- Resource Management: You'll work with the team to keep resources up-to-date, such as Notion, Help Center, and Macros.
- Representation and Communication: You'll represent the team and our customers in meetings/discussions with other teams, ensuring customer-friendly solutions, and informing the team appropriately.
- Performance Monitoring: You'll regularly monitor report's performance via various channels: Quality, Productivity, Internal & Cross-team Processes.
- Feedback and Coaching: You'll collect and provide constructive and positive feedback to improve performance and support growth.
- Guidance and Development: You'll be responsible for a fraction of our team members, supporting their development and guiding them through difficult times.
Your Qualifications
To succeed in this role, you'll need:
- Extended Experience in Customer Support: You'll have extensive experience in customer support, ideally with first experiences in mentoring or leadership.
- Language Skills: You'll have C2-level German proficiency skills and fluency in English.
- Technical Skills: You'll have excellent communication skills and in-depth technical skills, including the use of common Helpdesk-Tools.
- Operational Excellence: You'll have a focus on operational excellence and the ability to wear multiple hats and handle ambiguity.
- Growth Mindset: You'll have a growth mindset and continuous learning approach, prioritizing and organizing your own and your team's capacity.
What You'll Enjoy
As a Customer Support Supervisor at arenaflex, you'll enjoy:
- Innovative Work: You'll be part of a dynamic and innovative team that's passionate about delivering exceptional customer support.
- Employee Benefits: You'll have access to a comprehensive employee benefits package, including 30 vacation days per year, an AMBOSS holiday, Personal Purpose Day, Tenure Days, and an attractive bAV offer.
- Wellness and Fitness: You'll have access to Urban Sports Club, Fitbit, and Swapfiets, promoting a healthy work-life balance and wellness.
- Diversity and Inclusion: You'll be part of a diverse and inclusive team that values diversity as a driving force of innovation.
How to Apply
If you're a seasoned customer support professional with a passion for leading teams and delivering exceptional customer experiences, we encourage you to apply. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job