ISCC – the International Sustainability and Carbon Certification

Customer Support Manager

ISCC – the International Sustainability and Carbon Certification

full-time

Posted on:

Location Type: Hybrid

Location: Cologne • 🇩🇪 Germany

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Job Level

Mid-LevelSenior

About the role

  • Oversee and coordinate incoming external inquiries via ISCC’s ticketing system, ensuring timely, accurate and consistent communication
  • Provide first-level support by categorising, prioritising and routing certification and system-related inquiries to the appropriate experts and teams
  • Understand certification-related questions to pre-sort tickets effectively and assign them to appropriate automated workflows
  • Review and optimise customer support workflows ; collaborate closely with the Knowledge Manager & Data Analyst and certification teams to enhance response times and service quality
  • Configure, maintain and further develop the ticketing system (e.g., Freshdesk), including pipelines, automations, rules, tags and workflows
  • Implement automations, webhooks and API-based enhancements to streamline internal coordination
  • Use AI tools to support answer creation, FAQs and routing suggestions
  • Provide user management, onboarding, training and system assistance for internal colleagues using the ticketing system
  • Prepare regular performance reports on support metrics together with the Knowledge Manager & Data Analyst
  • Ensure that customer communication aligns with company policy and internal goals

Requirements

  • At least three years of experience in customer support, service operations or a related field
  • Proven experience with managing and administering ticketing systems (e.g., Freshdesk, Zendesk, Jira Service Management)
  • Hands-on experience in ticketing system optimisation and workflow configuration ; experience with webhooks or API integrations is a plus
  • Excellent English skills (at least C1)
  • Strong analytical and problem-solving skills, combined with creativity and initiative
  • Excellent communication skills and ability to translate complex processes into clear explanations
  • Service-oriented, proactive and detail-focused working style
  • High level of intercultural competence and strong team collaboration skills
  • A formal degree is not required, however, the following educational backgrounds may be helpful: Business Administration, Communications or related fields, Marketing, Customer Experience or Service Operations
Benefits
  • Great Team Environment
  • Various team events throughout the year (Celebrating Diversity, Summer Team Event, Christmas Party)
  • Close collaboration with our sister companies Meo Carbon Solutions GmbH, GRAS Global Risk Assessment Services, 4C Services and ClimatePal, giving you even more development opportunities
  • Individual learning and development plan
  • Professional onboarding to help you have an ideal start with us
  • Frequently feedback sessions to ensure a high quality of communication and mutual reflection
  • Many free language classes
  • Access to several technical specific as well as training courses
  • The opportunity to work independently and shape processes
  • We promote from within!
  • Work-Life Balance
  • Hybrid set-up
  • 4 weeks remote work at a place of choice (after probation)
  • Flexible working hours and trust based working time
  • 30 vacation days and 3 additional vacation days (Christmas eve, new year’s eve, carnival monday)
  • Sabbatical options
  • A generous pension scheme (bAV) in line with our sustainability values
  • JobTicket/Deutschlandticket
  • Annual bonus scheme based on performance
  • Wellness Programs
  • Subsidized Urban Sports Club
  • Active Break scheme with weekly Yoga sessions
  • Health weeks promoting healthy habits in personal and professional life

Applicant Tracking System Keywords

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

Hard skills
ticketing system managementworkflow configurationAPI integrationsautomationwebhookscustomer supportperformance reportingdata analysissystem optimisationuser management
Soft skills
analytical skillsproblem-solving skillscommunication skillsservice-orientedproactivedetail-focusedintercultural competenceteam collaborationcreativityinitiative