Customer Operations Manager – B2B SaaS, Technical Customer Success

🔥 0 minutes ago

🇩🇪 Germany – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧑‍🔧 Technical Customer Success Manager

🚫👨‍🎓 No degree required

👻 Ghost score 12%

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📋 Description

• Handle complex technical and functional customer inquiries in 2nd-level support • Analyze software defects, unexpected system behavior, and technical issues • Reproduce errors, isolate root causes, and develop solutions or workarounds • Distinguish between user errors, configuration issues, and software bugs • Coordinate technical escalations with the development team • Prepare structured defect descriptions and support cases through to successful resolution • Support the support team with challenging cases and share technical knowledge • Support existing customers with complex configurations and individual requirements • Ensure the structured handover of new customers into ongoing support • Collaborate with Customer Success to enable proactive customer support • Further develop 2nd-level support and Customer Operations processes • Establish responsibilities, ticketing and escalation processes, and problem management • Analyze recurring support cases and derive sustainable improvements • Expand the knowledge base, technical documentation, and self-service resources • Optimize workflows and internal tools, particularly HubSpot, Jira, and Confluence • Contribute to building a professional and scalable Customer Operations structure • Support the professional development of Support and Customer Success team members • Develop standards for service quality, customer satisfaction, and efficient operations

🎯 Requirements

• Several years of professional experience in a technically demanding B2B SaaS environment, ideally in 2nd-level support, Technical Customer Success, Application Support, or Customer Operations • Strong technical understanding and practical experience analyzing and resolving complex software issues • Structured and analytical approach to troubleshooting, root-cause analysis, and technical escalations • Experience with SaaS platforms, complex software configurations, and ideally technical interfaces or API-based integrations • Experience with ticket management, support processes, and collaboration with software development teams • Enjoyment of direct customer interaction and the ability to explain complex technical concepts clearly • Initiative and a strong sense of responsibility • Very good German and good English skills • CV/resume, cover letter, and employment references as part of the application

🏖️ Benefits

• Permanent employment contract • Six-month probationary period • 40-hour workweek • 30 days of annual leave • Responsibility and scope to shape processes • Technically challenging responsibilities • Close collaboration with Customer Success, Project Management, Software Development, and executive management • Career development opportunities, including the possibility of taking on additional technical or personnel management responsibilities • Short decision-making paths • Work with renowned B2B customers • Introductory call via Microsoft Teams

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