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Manager Customer Support und Compliance (m / f / x)

SIDES (SimplyDelivery GmbH)Berlin, Germany

Vor 11 Tagen

Stellenbeschreibung

Your mission

The Manager Customer Support and Compliance (m / f / x) leads the SIDES customer service team, focusing on service excellence and ensuring compliance with all relevant regulations. This role requires strategic thinking, in-depth support knowledge and a strong commitment to maintaining the highest standards of customer service. The ideal candidate will have a deep understanding of compliance frameworks and a proactive approach to identifying and resolving issues at an early stage.

Team Management : Lead, mentor and develop the support team to ensure consistently high standards of customer service performance. Responsible for scheduling, performance reviews and development plans to drive team growth and customer satisfaction.
Compliance Management : Ensure that all support processes comply with industry standards, company policies and customer requirements. Develop and maintain a compliance framework that meets all regulatory requirements.
Process optimization : Identify and optimize support processes and workflows to increase efficiency, accuracy and customer satisfaction. Use data-based insights to adjust strategies.
Quality assurance : Establish and monitor quality metrics for support interactions to ensure customer satisfaction and consistency in service. Regular audits and feedback for continuous improvement.
Escalation management : Point of contact for complex or critical issues to ensure fast and customer-oriented solutions.
Collaboration with other departments : Work closely with Product, Sales and Compliance teams to align support initiatives with overall business objectives.
Customer feedback and insights : Collecting and analyzing customer feedback to identify trends, improvement potential and potential compliance risks. Creating reports and recommendations for management.
Documentation and training : Overseeing the creation and updating of support documentation and training materials. Ensure that all team members are trained in compliance requirements and support best practices.

Your profile

Experience : At least 5 years of professional experience in a customer service or compliance role, including at least 2 years in a leadership position.

Industry knowledge : Experience in SaaS, tech or software industries, ideally in a high-growth environment.

Compliance know-how : In-depth knowledge of compliance frameworks and relevant regulations in the support area as well as experience in implementing compliance measures.

Skills : Excellent problem solving, communication and leadership skills. Familiar with support and compliance tools (e.g. CRM systems such as ZohoCRM, ticketing systems such as ZohoDesk).

Analytical skills : Strong analytical and reporting skills to translate data into actionable insights.

Interpersonal skills : Ability to collaborate with cross-functional teams, effectively manage relationships and ensure alignment with business objectives.

Communication skills : Fluent German and English language proficiency (C1 / C2) in both written and spoken form

Perks & Benefits

A recipe for success : We turned 10 years old this year and are known as specialists in the food service / delivery industry. With SIDES you represent a leading player in this field.

Add ownership : We offer you the opportunity to shape your talent and ideas. You have freedom and responsibility in your daily work within your team.

High-quality work equipment : You will receive first-class equipment to carry out your work successfully. In the office you can expect modern equipment and enough space for pleasant interactions with the SIDES team.

Hungry for growth : Personal growth and continuous learning are our top priorities. We conduct regular feedback cycles and offer you opportunities to participate in seminars, workshops and conferences.

Baking a positive workplace : You can expect a fantastic, perfectly networked office in the heart of Berlin (Schöneberg).

Perks :

Company discounts (CorporateBenefits), access to several employee discounts

Discount on a gym membership

E-learning opportunities

Mental health app facility : InstaHelp

Snacks and drinks in the office

At SIDES, we are transforming the gastronomic delivery industry with our cutting-edge, cloud-based software. Our innovative, modular system is designed to meet the unique needs of each business, providing flexibility and scalability. With modules such as POS systems, webshops, apps, call centers, merchandise management, and vehicle and fleet management, we empower our clients to excel.

Join SIDES and be part of a dynamic team dedicated to driving success in the delivery service industry through technology and innovation. Experience the future with us and make a real impact.