About the job
- As the operational backbone of our Customer Services, you will take the lead in managing our specialized Level-2 core team (full-time employees & working students) in daily operations.
- You are a hands-on leader who sets an example: you are not afraid to efficiently and customer-oriented resolve complex Level-2 tickets (e.g., hardware escalations, billing, legal) on a daily basis.
- You will coordinate ticket routing and triage between our 1st Level Support (international colleagues in Egypt) and the 2nd Level Support in Germany.
- You are responsible for achieving performance targets and monitoring our SLAs and performance KPIs (response times, resolution rates) to continuously enhance productivity and customer satisfaction.
- You will maintain close communication with subject matter experts from other departments (installation, legal, portfolio operations) to resolve escalations swiftly.
- You will be the 'ear to the customer' and collaborate closely with our Center of Excellence for AI & Processes: you will identify operational pain points and provide insights essential for long-term process automation.

