Atruvia AG

Customer Escalation Manager

Atruvia AG

full-time

Posted on:

Location Type: Hybrid

Location: Münster • Germany

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • You are the point of contact for the active management of customer complaints, particularly at the interface between 1st- and 2nd-level support.
  • You ensure the end-to-end handling of incoming complaints and the communication to the customer according to the standard process.
  • You ensure SLA support services for our customers through cross-functional, event-driven monitoring (e.g. reports for service meetings).
  • You support the conduct of service meetings with customers as required.
  • You contribute to the development and implementation of proactive prevention management to avoid complaints and increase customer satisfaction.
  • You participate in internal and external projects and may also assume project responsibility.

Requirements

  • You hold a degree in Computer Science, Business Administration or Economics and have several years of relevant professional experience, or an equivalent qualification.
  • You have good knowledge of Atruvia’s service offering, in particular the processes in Service Level Management, the banking application landscape and the system infrastructure, as well as a comprehensive understanding of all company divisions.
  • You have experience dealing with critical situations, complaints and escalations, and you present yourself confidently while having a strong grasp of complex interrelationships.
  • You have business-fluent German skills (at least C1) and good English skills (B2 level).
  • You demonstrate customer-focused, service-oriented communication, moderation and conflict-resolution skills, and you cooperate well with external parties.
Benefits
  • Flexible working: We operate a balanced hybrid mix of remote work and presence in modern office environments (Activity Based Working).
  • Work–life balance: With our individual working-time models such as part-time, the option to choose full-time between 30–40 hours, and our lifetime working hours account (sabbatical and/or leave before retirement), you will find the right balance.
  • Work and family balance: We offer a family budget and support in special family situations, such as caring for relatives.
  • Individual benefits: You can choose between bike leasing, IT hardware leasing, savings contributions (vermögenswirksame Leistungen) and/or an additional day off, as well as a company pension scheme and other options.
  • Onboarding: We welcome you at our welcome event "#enter"; you will also receive structured onboarding with a mentor and regular feedback discussions with your People Lead.
  • Health management – Health, Family and Life: We support you through our offerings, including cooperations with Familiengenossenschaft and voiio. Enjoy varied meals in our company restaurants and connect through our sports programs.
  • Career model and training: In our development dialogues you discuss your professional, methodological and personal career goals and pursue them through our diverse training offerings.
  • Our corporate values: Respectful, open and honest, self-responsible, supportive and results-oriented – guided by team spirit and a desire for innovation and intense knowledge sharing.
  • Future and job security: As a cooperative company with decades of experience, we are thought leaders in the digital transformation of the banking sector and a systemically important employer.
  • Kununu: We are a Top Company 2026 and proud of a Kununu score of 4.2 and a recommendation rate of ≥ 90%.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Service Level ManagementCustomer complaint handlingProject managementEvent-driven monitoringBanking application landscapeSystem infrastructureConflict resolution
Soft Skills
Customer-focused communicationService-oriented communicationModeration skillsCooperation with external partiesPresentation skillsProblem-solving
Certifications
Degree in Computer ScienceDegree in Business AdministrationDegree in Economics