Customer Support Manager (f/m/d)

The role

At envelio, we are proud to have been named as one of the hundred most innovative clean technology companies in the world. And we want to achieve even more with our shared vision of driving forward the energy transition using digital technologies. Our web application platforms already enable grid operators to digitize and automate their core processes.

Here, Customer Success describes a key element of our corporate philosophy. With our software product, we aim to create and maximize customer value. Our product - the Intelligent Grid Platform (IGP) - is a software for the digitization and automation of technical processes for distribution system operators. The department's task is to design and optimize processes that support our customers in using the software as intelligently as possible.

As part of the Customer Support team, you will assist our customers with problems and help them understand our software, collect feedback and thus contribute to the long-term satisfaction of our customers.

Your tasks and responsibilities

• You professionally support our customers by answering queries and complaints via email and phone
• You manage the customer requests in our ticket system
• You perform initial analyses of the diverse and technical inquiries, evaluate them and continue to coordinate the process internally  
• You work closely together with our development and product teams to further develop our software in the interest of our customers  
• You actively contribute to the team's success by continuously optimizing and automating our support processes
• You make valuable contributions to our quality assurance by testing new and existing features and by keeping the contents of our test concept up-to-date at all times
• You support the collection of customer feedback and communicate and coordinate results to always ensure the further development of our software
• You contribute to the creation of training materials, e.g. feature articles or explanatory videos

What you need to succeed

• You have successfully completed your (bachelor's) degree or your training
• You are passionate about digitization and you want to communicate with grid operators and learn how to use the Intelligent Grid Platform
• You are a strong communicator with very good German (C2 level) and English skills, both written and spoken (other languages are a plus)
• You work independently and approach problems proactively and solution-oriented
• Your way of working is structured and reliable
• You show good analytical skills as well as a technical understanding - the handling of Power Point and Word are no problem for you (further tools like Youtrack and programming experience are an advantage)

Why envelio

• Flexible working mode within Germany: Hybrid, from home or in our lovely office in Cologne
• Option for remote work from abroad (up to three months per year) 
• 30 holidays + 3 corporate holidays 
• Support for your health through sports membership cooperations 
• Flexible use of a monthly mobility budget (e.g. Jobrad, ÖPNV)
  
• Time and resources for individual growth 
• envelio pension plan 
• Regular company and team events