Customer Support Quality Analyst – Highly Technical Support Area

November 5

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Traffective

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SaaS • Media • B2B

Traffective is a Munich-based ad tech company that provides a SaaS ad stack and publisher tools to help website owners, digital publishers and media houses maximize programmatic advertising revenue while maintaining data-protection compliance. Their platform includes monetization, CMP (consent management), reporting, optimization and technical integration services designed to increase CPMs and overall ad revenue for partner publishers.

11 - 50 employees

Founded 2009

☁️ SaaS

📱 Media

🤝 B2B

📋 Description

• You ensure that our in-house customer support runs smoothly, efficiently, and with a customer-centric approach—for our publishers, partners, and platform users. • Every support request is fully documented, handled accurately, and answered with consistently high quality. • You work closely with the Support, Operations, and Product teams—reviewing tickets, analyzing data, and deriving concrete improvement measures from the results. • You regularly review support tickets for completeness, tone of communication, and adherence to defined processes. • You ensure time tracking, ticket fields, and SLAs are maintained and met. • You develop and maintain a scoring system for ticket quality and process compliance. • You analyze support KPIs, e.g., Response Time, Resolution Time, and CSAT results. • You identify patterns in customer feedback and derive concrete optimization suggestions. • You provide structured feedback to the Support Lead and assist with coaching or training measures. • You collaborate with team leads on the continuous improvement of workflows, tool setups, and standards. • You document results transparently and ensure that quality remains measurable in day-to-day operations.

🎯 Requirements

• Several years of experience in customer support, ideally with a focus on quality assurance, process management, or support operations • Confident use of common support tools such as Zendesk, Jira, and Confluence • Proficiency with reporting tools (e.g., Excel, Google Data Studio, or Power BI) • Understanding of support metrics and their interpretation (e.g., CSAT, Response Time, Resolution Time) • Analytical thinking and structured working style with a high standard of quality • Very high accuracy and conscientiousness—you notice inconsistencies immediately and ensure consistent process compliance • Ability to communicate feedback clearly, constructively, and solution-oriented • Excellent communication skills—written and verbal, in German and English

🏖️ Benefits

• 28 days of vacation plus December 24th and December 31st off • Medicover (PL) • eGym pass (DE) • Two great company-wide events per year • Four annual trips to Munich, organized and paid for by the company • Annual birthday gift