immocloud GmbH

Customer Support Manager

immocloud GmbH

full-time

Posted on:

Location Type: Hybrid

Location: Düsseldorf • Germany

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Job Level

Junior

About the role

  • 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.

Requirements

  • Several years of solid experience in customer support are required.
  • Experience handling complex or technically involved issues.
  • Ability to work independently to familiarize yourself with new topics and to make well-founded decisions.
  • Ideally, experience or knowledge in property management (condominium or residential rental management).
  • Experience in the functional coordination of a team, e.g., as deputy team lead or team lead.
  • Confident handling of escalations and challenging conversation situations.
  • Highly developed customer-oriented communication skills and strong empathy.
  • Structured, responsible working style and clear prioritization in day-to-day operations.
  • High degree of independence and confidence even without tightly defined corporate structures.
  • German at native-speaker level, both written and spoken.
Benefits
  • Significant impact: You will take a key role in Support and shape structures and processes with a high degree of ownership.
  • Development prospects: Clear advancement opportunities within our continued growth — responsibilities are developed internally.
  • Modern environment with room for your own ideas — short decision paths, plenty of freedom to shape your role and direct alignment.
  • Hybrid work model: Düsseldorf + home office.
  • Modern office with good transport connections.
  • 30 days of vacation & fair compensation.
  • A team that grows together and wants to build something collectively.
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supportticket handlingphone supportworkflow structuringescalation managementcase trackingbacklog managementshift planningteam coordinationproblem-solving
Soft Skills
empathycommunication skillsindependenceresponsibilityprioritizationcustomer focusleadershipstructured working styledecision-makingconflict resolution