Quality & Performance Manager – Customer Success, Support

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Solakon GmbH

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

⚡ Energy

🛍️ eCommerce

🧘 Wellness

Energy • eCommerce • Wellness

Solakon GmbH is a company focused on providing innovative balcony solar power systems that allow users to generate their own sustainable energy. With a line-up of efficient solar power sets, including bifacial solar modules, the company aims to make solar energy accessible to everyone, promoting a self-determined energy future. Solakon emphasizes user-friendly solutions, ensuring easy installation and maximum energy efficiency while encouraging participation in the energy transition.

📋 Description

• Quality assurance & monitoring: You continuously monitor and analyze service quality (e.g., through side-by-side coaching, silent monitoring and ticket audits) — for both the in-house team and the external team in Kosovo. • Performance management of the phone team: You are the primary contact for the phone team abroad, keep a constant eye on their KPIs (e.g., availability, handling time, customer satisfaction) and ensure our quality standards and targets are met. • Training & onboarding: You design and deliver trainings for the in-house team when introducing new products, tools or processes, and ensure that knowledge is passed on effectively to the phone team. • Process optimization: You identify weaknesses in current workflows, develop new processes in close coordination with the Head of CSM and optimize existing procedures for a more efficient customer journey. • Knowledge management: You maintain and expand our internal knowledge base so that both teams always have access to the latest information. • Reporting: You prepare regular quality and performance reports and derive concrete recommendations for action for the Head of CSM.

🎯 Requirements

• Experience in a support environment: You have solid professional experience in Customer Support / Customer Success, ideally in a role focused on quality management, coaching or training. • Outsourcing know-how: Experience collaborating with external service providers (BPO / nearshore) is a major plus. You know how to motivate and manage teams remotely. • Analytical & structured working style: You love data and KPIs, but never lose sight of the human factor in customer service. • Communication skills & empathy: You have pedagogical skills, enjoy giving constructive feedback and take pleasure in developing others. • Language skills: As our in-house team and our customers mainly speak German, you have native-level German. For managing the team in Kosovo and for international coordination, you also have very good English skills. • Proactivity: You don't wait for tasks to be assigned — you spot where processes are failing and proactively work on solutions.

🏖️ Benefits

• Team spirit: Great team spirit, a collegial atmosphere with flat hierarchies and lots of drive while maintaining high professionalism. • Personal fit: We value enjoyment at work — so besides professional fit, we especially look for a personal fit with the team. • Attractive salary: We offer an attractive compensation package. • Team events: Regular team events (e.g., Highland Games, escape room or paintball) create shared experiences outside daily work. • Professional development: Development matters to us — you can raise training wishes at any time. • Feedback culture: We communicate honestly and transparently and value an open feedback culture. • Remote work: The role can be performed fully remote from home office. • Top equipment: You will work with the latest Apple technology.