Customer Support Manager (m/f/d) – Remote

Sastrify supports Tech, Finance and Procurement teams in buying and renewing SaaS subscriptions. In this way, they can focus on what matters while Sastrify saves their time and money by applying best practices in SaaS buying with the help of a dedicated procurement team that benefits from a large database of benchmarks.

Join us on our new adventure to reshape the software– as– a– service industry!

You want to work with the most rising stars in the startup scene such as Gorillas, Westwing or Scalable Capital? You want to be part of a fast– paced Series A startup? Then join our global remote team with almost 100 Sastronauts from all over the world!

We are looking for a driven Customer Support Manager (m/f/d), who is ready to achieve the best results for our clients. You will work directly with our Customer Success Team, supporting them in the process of providing the best customer experience. You will be responsible for driving and implementing support initiatives, best practices and methodologies to ensure the delivery of first– class support service. Join our team and tackle new challenges in the world of software– as– a– service.

What you’ll do as our Customer Support Manager (m/f/d)

• Building and managing support processes via different channels, including feedback received from Slack and other channels
• Owning the full support lifecycle: first response to resolution, ensuring SLAs are met and engaging directly with customers (external and internal) as required to ensure customer satisfaction
• Develop analytic, strategic and technical resources to meet client expectations and ensure satisfaction.
• Own the Knowledge Base and Q&A documentation
• Gathering and analysing customer feedback data and present results to product and relevant teams
• Collaborating with the Product team and lead the bug tracking and communication with clients and Customer Success Managers.
• Building positive customer experience influencing brand loyalty; evaluating and improving proactive support materials for customers in collaboration with our Customer Education team
• Owning and reporting support metrics and collaborate in the definition of those (SLAs, CSAT). Proactively developing and action plan to constantly improve them.
• Providing first level support: Collecting customer requests and data, attending to customers via different platforms, conducting troubleshooting to find out the level of support needed, solving common problems such as username and passwords issues, menu navigation, verification of hardware and software, etc.

Requirements

• You have gained a university degree in the field of Business Administration, Management, Economics, IT or in a similar discipline
• You have 2+ years of experience in the field of customer support
• Experience in B2B SaaS and/or procurement experience is a strong plus
• Previous working with Freshdesk, Gainsight, Jira, Retool, Notion, Asana is a plus. Willingness to learn!
• You possess strong interpersonal skills and experience building strong relationships – internally and externally
• You are a self– motivated and proactive team player with innovative ideas to inspire customer loyalty who is able to prioritize
• You have great project and time management skills
• You have outstanding written and oral ability in English, further languages (German, French and/or Spanish) are considered a plus
• You thrive working remotely (we don’t have an office)

Benefits

• Build strong market expertise in high– growth SaaS market and expand your business network (most of your customer contact points will be with management and C– level executives)
• Work with Gainsight, the state– of– the– art customer success tool
• Work with our amazing international team (we have Sastronauts from 20+ different countries!)
• Monthly virtual team events & team – and company retreats
• 30 vacation days
• Learning budget
• State of the art equipment (also for your home– office)
• Fully remote (you can work from everywhere)