voize

Customer Support Manager

voize

full-time

Posted on:

Location Type: Remote

Location: Germany

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About the role

  • Own inbound support and drive great resolutions
  • Manage inbound support across voice, chat, and email, ensuring customers get timely, high-quality responses.
  • Own cases end-to-end, including triage, prioritization, follow-ups, and clear closure.
  • Set expectations and communicate clearly, especially when timelines depend on internal investigation or product/engineering input.
  • Partner closely with Technical Support on more complex issues: gather the right details, translate customer context, and drive progress to resolution.
  • Handle escalations calmly and effectively, balancing urgency with quality and customer trust.

Requirements

  • Strong customer support foundation: you have experience in customer support, customer success, operations, or a similar customer-facing role.
  • Experience working with support tooling, such as ticketing systems, knowledge bases, and chat/phone systems.
  • Excellent, empathetic communication: you can explain solutions clearly, even in stressful situations, and you know how to set expectations without losing warmth or trust.
  • Structured problem solving: you can break down unclear issues, ask the right questions, and move things forward without getting stuck.
  • Comfort with technical topics (high level): you can work with concepts like integrations, browsers, devices, and permissions — without needing to be an admin or engineer.
  • Ownership and reliability: you follow through, keep stakeholders informed, and care about quality.
  • Collaboration mindset: you enjoy working with different teams and helping build better ways of working.
  • Language skills: Fluent German (C2) for customer communication, and solid English for internal collaboration.
Benefits
  • 30 vacation days plus your birthday off
  • Germany Transport Ticket
  • Urban Sports Club
  • Regular company off-sites
  • Access to learning platforms such as Blinkist and Audible
  • Flexible working hours
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supportcustomer successoperationsstructured problem solvingtechnical conceptsintegrationsbrowsersdevicespermissions
Soft Skills
empathycommunicationownershipreliabilitycollaboration mindset