Associate Manager, German Customer Support

Who you are

You have experience in customer support management, ideally with a focus on leading teams in a multilingual environment. You understand the importance of quality oversight and operational monitoring, and you are comfortable with both voice and non-live support channels. Your leadership style emphasizes coaching and developing team members to achieve their best performance. You are analytical and can identify trends in quality and performance, providing actionable recommendations to improve service delivery. You are proactive in ensuring that service-level agreements are met and are skilled at managing real-time support queues. You are also familiar with AI-driven quality audits and can leverage technology to enhance customer support processes.

What you'll do

In this role, you will lead the German Customer Support team, providing day-to-day supervision and support. You will monitor email and voice queues in real time, taking necessary actions to meet service-level targets. You will ensure that all ticket-based work is completed in line with agreed SLAs and will conduct quality audits across all channels. Your responsibilities will include providing structured coaching and feedback based on performance metrics and conducting mock calls with new hires to assess their readiness for live support. You will collaborate with Operations and Training teams to improve processes and implement service standards, ensuring that the transition of German customer support work to an in-house model is successful. Your role will be critical in maintaining high-quality customer service and achieving operational excellence.

What we offer

JustAnswer offers a dynamic work environment where you can make a significant impact on customer satisfaction and team performance. You will have the opportunity to work with advanced AI technologies and contribute to the development of innovative customer support solutions. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives. Join us in our mission to connect customers with licensed professionals and provide exceptional service.