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Customer Support Manager
ISCC System GmbHKöln, GermanyRemotefull_timeVerifiedPosted 18 Nov 2025
About the role
ISCC – International Sustainability and Carbon Certification is one of the leading certification systems for sustainability, traceability and the reduction of greenhouse gas emissions. Our activities and impact are expanding, and our teams are growing exponentially since the last 2 years. This is why the IT & Technology team, specifically our IT Project Management & Support sub-department, is looking forward to welcoming you as our new Customer Support Manager at ISCC headquarters in Cologne.
The Customer Support Manager plays an important role at the interface between customer support and the certification process. While the role involves the administration and optimisation of our ticketing system, it is not a typical IT support position. Instead, you will help ensure timely, high-quality, and well-structured responses to external partners by overseeing certification-related inquiries, improving workflows, and supporting internal teams within the system.If you are passionate about sustainability and would like to join our highly motivated and diverse teams to make a difference, we are looking forward to your application!
YOUR MAIN DUTIES WILL BE
- Oversee and coordinate incoming external inquiries via ISCC’s ticketing system, ensuring timely, accurate and consistent communication
- Provide first-level support by categorising, prioritising and routing certification and system-related inquiries to the appropriate experts and teams
- Understand certification-related questions to pre-sort tickets effectively and assign them to appropriate automated workflows
- Review and optimise customer support workflows; collaborate closely with the Knowledge Manager & Data Analyst and certification teams to enhance response times and service quality
- Configure, maintain and further develop the ticketing system (e.g., Freshdesk), including pipelines, automations, rules, tags and workflows
- Implement automations, webhooks and API-based enhancements to streamline internal coordination
- Use AI tools to support answer creation, FAQs and routing suggestions
- Provide user management, onboarding, training and system assistance for internal colleagues using the ticketing system
- Prepare regular performance reports on support metrics together with the Knowledge Manager & Data Analyst
- Ensure that customer communication aligns with company policy and internal goals
- At least three years of experience in customer support, service operations or a related field
- Proven experience with managing and administering ticketing systems (e.g., Freshdesk, Zendesk, Jira Service Management)
- Hands-on experience in ticketing system optimisation and workflow configuration; experience with webhooks or API integrations is a plus
- Excellent English skills (at least C1)
- Strong analytical and problem-solving skills, combined with creativity and initiative
- Excellent communication skills and ability to translate complex processes into clear explanations
- Service-oriented, proactive and detail-focused working style
- High level of intercultural competence and strong team collaboration skills
- A formal degree is not required, however, the following educational backgrounds may be helpful: Business Administration, Communications or related fields, Marketing, Customer Experience or Service Operations
To help you build your future and thrive with us, we offer:
Great Team Environment
- Various team events throughout the year (Celebrating Diversity, Summer Team Event, Christmas Party)
- Close collaboration with our sister companies Meo Carbon Solutions GmbH, GRAS Global Risk Assessment Services, 4C Services and ClimatePal, giving you even more development opportunities
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