immocloud GmbH

Customer Support

• As Customer Support Manager, you assume professional responsibility for our four-person support team while also being an active part of day-to-day operations.
• You structure the daily workflow in Support, monitor workload and priorities, and actively participate in ticket and phone support.
• You handle tickets and calls as part of the regular daily business.
• You coordinate the operational daily business and set clear priorities within the team.
• You ensure that incoming inquiries are distributed and processed efficiently.
• You keep track of open cases, backlogs and team capacity.
• You take ownership of escalations and handle demanding conversations professionally and with empathy.
• You serve as the subject-matter contact for more complex issues or uncertainties.
• You are responsible for duty and shift planning and ensure stable coverage.
• You bring structure to processes and further develop workflows with a clear customer focus.
• You represent the Head of Customer Support on operational matters in their absence.