Stapelstein

Customer Support Manager

Stapelstein

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇩🇪 Germany

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Job Level

Mid-LevelSenior

About the role

  • Independently support customers via email (ticketing system) and through social media.
  • Handle inquiries about orders, returns and complaints in a solution-oriented manner.
  • Take ownership of the support tool and develop the FAQ section.
  • Review Education Account requests and product reviews.
  • Analyze existing support workflows and drive their optimization and automation.
  • Assist with sales and partnership inquiries as well as with marketing shipments.
  • Work closely with logistics, production and other internal teams.

Requirements

  • Practical experience in customer support or a service environment.
  • Independently responsible for handling customer inquiries.
  • Good understanding of end-to-end support processes.
  • Able to work in a structured, prioritized and self-directed manner.
  • Experience with support tools, ticket systems or helpdesk software.
  • Very good German and good English skills, both written and spoken; additional languages are a plus.
  • Comfortable working remotely and able to organize work independently.
Benefits
  • A competitive, market-rate salary package.
  • Flexible working hours with a shared core time from 9:00–12:00.
  • Overtime is fully compensated with time off in lieu.
  • Full-time equals 36 hours per week — for more focus and better work–life balance.
  • 30 days of vacation per year.
  • Monthly team meet-ups in Stuttgart or Berlin.
  • Two inspiring offsites per year to foster real team spirit despite being remote-first.
  • Flexible benefits such as a shopping allowance, mobility subsidy or Urban Sports — available after successful completion of the probation period.

Applicant Tracking System Keywords

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

Hard skills
customer supportsupport processesworkflow optimizationautomation
Soft skills
solution-orientedownershipstructured workprioritizationself-directedorganizational skills