Manager – Customer Service Software, Law Firm Management

Wolters Kluwer

Manager overseeing multiple support teams in Kanzleimanagement software for Wolters Kluwer. Ensuring high service quality and supporting team development in a hybrid environment.

Posted 6/22/2026full-timeSalzwedel • 🇩🇪 GermanyJuniorWebsite

About the role

Key responsibilities & impact

Direct line management, development and motivation of support employees in the law firm management area
Full responsibility for the named support domain including relevant service KPIs
Ensuring high‑quality 1st- and 2nd-level support for our products
Promoting a customer-centric and scalable, AI-supported support culture (change mindset)
Conducting employee development conversations, performance reviews, target agreements and coaching
Supporting teams in creating and continuously improving support content (e.g., knowledge base, help videos, standard resolutions)
Close collaboration with internal stakeholders and adjacent departments
Active design and further development of processes, structures and collaboration in the support area with an emphasis on an excellence mindset.

Requirements

What you’ll need

Several years of experience as a People Manager (m/f/d), ideally in a support, service or comparable IT environment
Experience in disciplinary/line management of employees
Solid knowledge of law firm operations (tax advisors) and IT-technical contexts (strong technical understanding)
Strong communication, coaching and moderation skills
Ability to motivate teams, support their development and guide them through change
Structured, responsible and cooperative working style
Very good German and English skills.

Benefits

Comp & perks

Future security in an international company with a permanent employment contract and a company pension scheme including personal consultation
Excellent work–life balance with 30 days’ annual leave, flexible working hours and the option for mobile working (home office 3 days/week)
Comprehensive career development through structured onboarding, learning on the job, international career opportunities and internal and external training measures
We promote sustainability, health and social engagement through our extensive corporate benefits program (offers ranging from fitness to bike leasing (JobRad) and life & pension advice) and an additional day off for the Volunteer Day
A needs-oriented, modern working environment including high-performance IT equipment, free beverages, modern workplace furnishings and well-connected office locations
Team spirit through employee events and an employee referral program
Short decision-making paths, flat hierarchies and room to implement your own ideas.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

line management1st-level support2nd-level supportemployee developmentperformance reviewscoachingprocess designservice KPIsknowledge base developmentIT-technical understanding

Soft Skills

communication skillscoaching skillsmoderation skillsteam motivationsupport developmentchange managementstructured working styleresponsible working stylecooperative working stylecustomer-centric mindset