Quality assurance & monitoring: You continuously monitor and analyze service quality (e.g., through side-by-side coaching, silent monitoring and ticket audits) — for both the in-house team and the external team in Kosovo.
Performance management of the phone team: You are the primary contact for the phone team abroad, keep a constant eye on their KPIs (e.g., availability, handling time, customer satisfaction) and ensure our quality standards and targets are met.
Training & onboarding: You design and deliver trainings for the in-house team when introducing new products, tools or processes, and ensure that knowledge is passed on effectively to the phone team.
Process optimization: You identify weaknesses in current workflows, develop new processes in close coordination with the Head of CSM and optimize existing procedures for a more efficient customer journey.
Knowledge management: You maintain and expand our internal knowledge base so that both teams always have access to the latest information.
Reporting: You prepare regular quality and performance reports and derive concrete recommendations for action for the Head of CSM.

Experience in a support environment: You have solid professional experience in Customer Support / Customer Success, ideally in a role focused on quality management, coaching or training.
Outsourcing know-how: Experience collaborating with external service providers (BPO / nearshore) is a major plus. You know how to motivate and manage teams remotely.
Analytical & structured working style: You love data and KPIs, but never lose sight of the human factor in customer service.
Communication skills & empathy: You have pedagogical skills, enjoy giving constructive feedback and take pleasure in developing others.
Language skills: As our in-house team and our customers mainly speak German, you have native-level German. For managing the team in Kosovo and for international coordination, you also have very good English skills.
Proactivity: You don't wait for tasks to be assigned — you spot where processes are failing and proactively work on solutions.

Team spirit: Great team spirit, a collegial atmosphere with flat hierarchies and lots of drive while maintaining high professionalism.
Personal fit: We value enjoyment at work — so besides professional fit, we especially look for a personal fit with the team.
Attractive salary: We offer an attractive compensation package.
Team events: Regular team events (e.g., Highland Games, escape room or paintball) create shared experiences outside daily work.
Professional development: Development matters to us — you can raise training wishes at any time.
Feedback culture: We communicate honestly and transparently and value an open feedback culture.
Remote work: The role can be performed fully remote from home office.
Top equipment: You will work with the latest Apple technology.

Quality & Performance Manager – Customer Success, Support

Key skills