JUPUS

Customer Support Manager

JUPUS

full-time

Posted on:

Location Type: Hybrid

Location: Köln • Germany

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About the role

  • You are the first point of contact for our customers with questions about JUPUS — responding quickly, solution-oriented, and with a genuine commitment to quality.
  • You analyze technical and domain-related inquiries, develop structured solutions, and guide customers through to final resolution.
  • You prioritize support tickets sensibly, keep track of open issues, and ensure high service quality.
  • You identify recurring problems, document best practices, and continuously refine our support processes together with the team.
  • You work closely with Onboarding, Customer Growth and Product to systematically feed customer feedback into the ongoing development of JUPUS.
  • You help build and maintain help-center articles, FAQs and internal knowledge bases.

Requirements

  • Customer focus: You understand that excellent support is a central success factor and you approach customers professionally, empathetically and solution-oriented.
  • Experience in customer support: Ideally you have at least 2 years of experience in a SaaS, tech, or software environment.
  • Strong technical affinity: You don’t need to be able to code, but you understand how software works, can follow technical contexts and are comfortable working with integrations, APIs and logs.
  • Structured working style: You are organized, prioritize sensibly and keep an overview even when handling many concurrent requests.
  • Problem-solver mentality: When something doesn’t work, you systematically analyze root causes and actively look for solutions.
  • Startup mentality: You enjoy a dynamic environment, take ownership and want to have real impact.
  • Initiative & drive to shape things: You contribute your own ideas, question processes and help us build a scalable support function.
  • Passion for Legal Tech: Interest in new technologies and digital solutions is a must!
  • Communication skills: Fluent German and good English to best support our customers. Very good French skills are a plus.
Benefits
  • Grow with us: We offer numerous opportunities for professional development and the chance to help completely rethink one of the world’s oldest industries!
  • Dynamic startup culture: Work in a motivated and collegial team where everyone supports each other.
  • Flexibility: Remote work and flexible hours are included.
  • Modern equipment: A current MacBook is provided.
  • Stay fit: We cover your Urban Sports Club membership!
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supportSaaStechnical affinityAPIsintegrationslogs
Soft Skills
customer focusproblem-solver mentalitystructured working styleinitiativedrive to shape thingscommunication skills