Customer Support Manager

As a Customer Support Manager at voize, you are responsible for delivering a consistently excellent customer experience across inbound channels — voice, chat, and email. You make sure customers get fast, helpful answers, and you keep cases moving from first contact to resolution.

What you'll do

• 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.

What you'll need

• Strong customer support foundation: 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: ability to explain solutions clearly, even in stressful situations, and know how to set expectations without losing warmth or trust.
• Structured problem solving: ability to break down unclear issues, ask the right questions, and move things forward without getting stuck.
• Comfort with technical topics (high level): ability to work with concepts like integrations, browsers, devices, and permissions.
• Ownership and reliability: follow through, keep stakeholders informed, and care about quality.
• Fluent German (C2) for customer communication, and solid English for internal collaboration.

Nice to have

• Resilience and ability to stay calm under pressure.
• Comfort with iteration, testing, learning, and improving constantly.
• Appreciation for open communication and constructive feedback.

What they offer

• 30 vacation days plus your birthday off.
• Germany Transport Ticket and Urban Sports Club membership.
• Stock options and regular company off-sites.
• Access to learning platforms including Blinkist and Audible.
• Flexible working hours and hybrid setup from Berlin or remote within Germany.