Customer Support Manager International (m/f/d) - Berlin, DE - Uberall｜Meet.jobs

We’re a mighty team of more than 250 creative thinkers, experienced leaders, passionate innovators and some of the friendliest folks you’ll ever meet. We work remotely and in-person at six offices around the globe, with headquarters in Berlin. We like to refer to ourselves as Uberallers, too.

In 2013, Uberall was born out of the vision by longtime friends and business partners David Federhen and Florian Hübner. They wanted to bridge the online and offline world more effectively, so companies could generate new customers, build customer relationships and increase their sales. They created a platform that would connect companies with local customers through search and discovery, engagement and conversion.

Our SaaS platform enables multi-location brands and businesses to boost their online presence. Our customers are as large as KFC, BP and DHL (and others whose names are not entirely made of capital letters!) and as small as your local independent coffee shop or record store.

Some customers work directly with us, and many more engage with our platform via Reseller Partners around the world. More than one million business locations trust the Uberall platform to manage the connections with their customers and prospects on the search engines, platforms and directories that matter.

Learn more at www.uberall.com.

About the role:

As a Customer Support Manager International (m/f/d), you are in direct contact with our international customers and resellers. You provide our partners with important product information on our Location Marketing Cloud (SaaS) and provide support with technical or other questions concerning our product. You are responsible for the technical implementation of our customers and accompany them at the highest level through the first application steps with our product. Not only the customer contact will be important in this position, but also the coordination, especially with our enterprise sales team and the customer success team.

Your responsibilities:

• You take care of our partners and, through active communication with our enterprise customers and resellers, ensure that the full potential of our Location Marketing Cloud (SaaS) Solution can be exhausted
• You will be responsible for describing and escalating bugs through the appropriate internal channels
• You handle complex implementation processes with the utmost of care, keeping a close eye on the specified KPIs
• You set up new accounts, guide clients with data imports, and ensure a smooth provisioning process overall You lead investigations on technical issues and drive the solution finding process
• In collaboration with the global Customer Support Managers as well as the Partner Growth team, you accompany our customers through the different stages of escalation management
• You work out the "best practice solutions" and create guides for internal and external use
• You are very familiar with our service processes and you also support the rest of the Customer Support team in their efforts to constantly develop and improve these internally and externally

Your profile:

• Relevant professional experience at a B2B software company in relation to a product requiring explanation, preferably in the areas of online marketing, e-commerce or IT
• The customer needs are very important to you and you will be able to offer a truly service-oriented approach
• You can quickly familiarize yourself with new and technically complex issues, prioritize them and organize yourself
• Ideally, you already worked with ticket and CRM systems in the past (e.g. Jira, Salesforce)
• You are open for new ideas and approaches, you have excellent communication skills and you are familiar with the fast implementation of solutions
• Your profile is rounded off by fluent English skills and ideally a very high proficiency in Italian, French or Spanish as well

What we offer:

• A market-leading and cutting-edge location marketing software (SaaS) scale up with an exciting & international customer base
• A very exciting position in close collaboration with a highly professional team in Uberall’s headquarter
• International team and regular company & team events
• A lively and open company culture with flat hierarchies and short chains of command
• Flexible working hours, an attractive budget for professional development and regular feedback sessions to assist you with your career plans
• Coming from abroad? - We are offering an extensive relocation package including visa, temporary and permanent accommodation, etc.
• Regular language classes, meditation sessions and our own gym
• You are a dog person? - There will be room in the office as well
• A high degree of responsibility with creative freedom and personal advancement avenues
• One of Germany’s fastest-growing companies (awarded by KPMG, Axel Springer & Gründerszene) with a global orientation and market leadership in EMEA

Does this sound like an interesting challenge for you? If so, we’ll look forward to receiving your application!