Customer Support Manager - Fully Remote (m/w/d)

Company Overview

easybill GmbH has been a leading provider of cloud-based invoicing software for over 18 years. Our solution is distinguished by its user-friendly design, extensive features, and numerous integrations. We focus on delivering efficient financial process solutions to small and medium-sized enterprises (SMEs), currently supporting more than 21,000 active customers.

Job Overview

We are seeking a dedicated Customer Support Manager (m/w/d) to join our team and play a vital role in achieving our strategic growth objectives. If you enjoy communicating and organizing, and have a passion for assisting customers with technical concerns, we want to hear from you.

Responsibilities

• Provide customers with assistance via phone and electronic channels on usage questions and technical issues, ensuring swift and knowledgeable resolutions.
• Collaborate closely with customers to analyze incoming error reports, diagnose problems, identify initial solutions, and accurately document findings in our ticketing system (Zendesk).
• Evaluate, prioritize, and categorize all incoming error messages to ensure urgent matters are addressed promptly.
• Maintain customer records by entering new data, updating existing information, and managing related correspondence to keep data current.

Qualifications

• Completed vocational training in IT or business fields or comparable qualifications.
• Strong affinity for the internet and problem-solving skills; confident and proficient use of the internet and personal computer.
• Excellent listening skills and a positive, confident, and friendly manner in interactions with customers and colleagues, with a genuine willingness to assist.
• Enjoy working in a structured, independent, and responsible way within a supportive team environment.
• Demonstrate social skills, initiative, and the ability to keep calm and maintain overview in stressful situations.
• Professional communication skills in German, both written and spoken; English language proficiency is a plus.

Benefits

• Work from anywhere in Germany with our remote-first team policy.
• Opportunity to combine work and leisure during workation at a rented villa in Mallorca.
• Inspirational and flexible work environment based on trust and personal responsibility.
• Chance to contribute to shaping company strategy and culture.
• Collaborate with a motivated team developing innovative solutions.
• Attractive compensation packages and career growth opportunities.
• Regular team events and educational programs.
• 30 days of annual leave and a permanent employment contract.