Next Level Coffee GmbH

Customer Operations Manager

Next Level Coffee GmbH

full-time

Posted on:

Location Type: Hybrid

Location: Berlin • Germany

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About the role

  • In this role you will work closely with the Head of Customer Love and actively shape the Customer Love area.
  • You will work both operationally close to our customers and on the development of our processes, systems, and ways of working.
  • You will roll up your sleeves, take ownership of topics, ensure things run smoothly, and help take Customer Love to the next level together with the existing team.
  • Independent responsibility for strategic and operational projects within Customer Love (e.g., processes, tools, automation, scaling, AI-supported workflows).
  • Active involvement in the operational business with our customers (e.g., tickets, customer communication, escalations).
  • Point of contact and sparring partner for Customer Love Agents in their day-to-day work.
  • Building, developing, and documenting support processes.
  • Working in our systems (helpdesk, CRM, automations) and continuously optimizing them.
  • Analyzing customer feedback, tickets, and data to derive concrete improvements.
  • Close collaboration with Product, Operations, Marketing, and Tech.
  • Ensuring our Customer Love manifesto is lived in day-to-day operations.

Requirements

  • Several years of experience in Customer Support, Customer Experience, or a customer-facing operations environment
  • Experience both in hands-on customer work and in building or optimizing processes
  • Ability to work in a structured, independent, and responsible manner
  • Strong understanding of tools, systems, and ideally AI-supported workflows
  • Strong empathy, ownership, and a desire to take responsibility
  • Very good German and English skills.
Benefits
  • Hybrid work – you work remotely, but once a month we meet for 2–4 days in Konstanz, the Alps, or Mallorca.
  • Your home office setup is tailored to your work needs.
  • Fitness programs
  • Kindergarten subsidy
  • Coffee supply for home and many more benefits await you.
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supportcustomer experienceprocess optimizationdata analysisautomationAI-supported workflows
Soft Skills
empathyownershipresponsibilitystructured workindependence