Customer Support Specialist - 1st Level

Your Role

Reporting & Analysis:

Preparation of regular operational reports (daily, weekly, and monthly); leading review meetings to evaluate performance against SLAs; analyzing planned vs. actual working hours; overseeing budget control and forecast management.

Financial & Operations Management:

Reviewing and approving invoices from external service providers; conducting performance calibration sessions; managing financial adjustments, loss events, and refunds.

Agent Management & Support:

Maintaining and updating skill matrices; organizing and supporting onboarding and offboarding processes; coordinating training initiatives; providing technical and administrative support to the team; ensuring completion of mandatory training.

Content & Process Development:

Creating and maintaining text templates, process documentation, work instructions, and training materials; ensuring continuous updates to internal knowledge bases and documentation platforms.

Quality Management & Escalations:

Performing targeted quality checks; handling and escalating complex customer cases; representing the customer service perspective in the development of new products, services, and processes.

Change Management &

Collaboration:

Assessing and escalating change requests; actively contributing to process improvement and optimization; supporting the creation and maintenance of internal FAQs.

Communication & Interface Management:

Serving as a point of contact for contractual, personnel, and regulatory matters; collaborating closely with both internal teams and external partners.

Team Leadership Support:

Providing operational support and representing the team lead during absences.

Depending on your experience level, your specific responsibilities will be adjusted. We value personal and professional growth and support it through a structured learning framework. Together, we’ll define how you can best contribute to our team.

• Extensive experience in customer service with a strong focus on communication, service quality, and customer retention.

• Proven ability to develop text modules, process and work instructions, and training materials with strong organizational and practical relevance.

• Analytical and conceptual strengths to understand complex workflows and identify efficient solutions.

• Excellent interpersonal and communication skills, with a professional and empathetic approach.

• Language proficiency:
  German (fluent), English (good).

• Home office and equipment budget

• Dedicated learning and development budget

• Transparent framework for career progression

• Competitive compensation