Quality & Performance Manager – Customer Success, Support

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Solakon GmbH

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2022

🏭 Fabrication

⚡ Énergie

🛍️ eCommerce

Manufacturing • Energy • eCommerce

Solakon GmbH est une entreprise spécialisée dans la fourniture de systèmes solaires innovants pour balcons, permettant ainsi aux utilisateurs de générer leur propre énergie durable. Avec une gamme d'ensembles solaires efficaces, y compris des modules solaires bifaciaux, l'entreprise vise à rendre l'énergie solaire accessible à tous, en promouvant un avenir énergétique autonome. Solakon met l'accent sur des solutions conviviales, assurant une installation facile et une efficacité énergétique maximale tout en encourageant la participation à la transition énergétique.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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.