HERO Software

Customer Care Manager

HERO Software

full-time

Posted on:

Location Type: Remote

Location: Germany

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About the role

  • First point of contact: You are the primary and most important contact for our customers and create an outstanding service experience that delights.
  • Passionate problem solver: You shape every customer interaction—whether by phone or email—positively, efficiently and with a solution-focused approach to actively strengthen customer satisfaction.
  • Tech-savvy: You analyze and resolve inquiries by thinking deeply about our software and finding solutions even for tricky cases.
  • Knowledge manager: You document your solutions clearly in our ticketing system (Salesforce) and thereby actively help improve our knowledge base (Notion) for the entire team.
  • Bridge-builder: You identify recurring patterns, provide valuable feedback to your team lead, and create detailed tickets (Jira) for our development team when necessary.
  • Team player: You proactively share your knowledge, support your colleagues, and contribute to a positive and successful team dynamic with a "we'll-get-this-done" attitude.

Requirements

  • Solid experience: You bring several years of experience in customer care or support, ideally in a SaaS and B2B environment.
  • Excellent communication: You always strike the right tone, can explain complex issues clearly, and remain composed and friendly even in challenging situations.
  • Technical affinity: You enjoy diving into software products and have no hesitation analyzing and resolving technical problems.
  • Solution-oriented by principle: Your mindset is geared toward finding a solution for every problem. You work independently, in a structured way, and don't give up until the customer is satisfied.
  • Team spirit: You enjoy working in a team, share your knowledge and contribute to a positive working atmosphere.
  • Language skills: You have fluent German (C2 level) in spoken and written form to optimally support our customers.
  • Tool expertise (bonus): Ideally, you already have experience with Salesforce, Jira and/or Notion.
Benefits
  • Flexible hours and location-independent remote work, supported by a Germany-wide public transport pass (Deutschlandticket) subsidized at €29.
  • 30 vacation days (including Dec 24 & Dec 31) plus additional days off for life events (wedding, moving, birth).
  • One Volunteering Day for a social project that matters to you.
  • Stay fit with the JobRad bike-leasing scheme and the fitness offerings from Hansefit or EGYM Wellpass.
  • Access to the full range of services from our mental-health partner Bloom.
  • You also benefit from supplementary company health insurance through Allianz.
  • Monthly professional shoulder and neck massage at the Hannover office.
  • An annual training budget of currently €800 for courses, books or coaching.
  • Regular feedback and development meetings to support your career goals.
  • A clear HERO career plan to enable internal growth.
  • Fantastic summer and Christmas parties as well as regular team events.
  • Annual co-workations with the HERO team within the EU.
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer carecustomer supporttechnical problem solvingsolution-oriented mindsetSaaSB2B
Soft Skills
communicationproblem solvingteam playerknowledge sharingpositive attitude