Senior Customer Support Manager - Germany based

About us - Join our mission to fight climate change

Do you want to be part of one of Europe's fastest-growing climate tech startups? We are looking for a Senior Customer Support Manager with a strong growth mindset to tackle the day-to-day challenges of building and growing a business.

In this unique role, you will play a pivotal role in ensuring our customers achieve their desired outcomes through the use of our products and services. You will build strong relationships, deliver exceptional customer experiences, and drive customer loyalty and retention.

If you're excited about building an economy where every company creates an impact for a sustainable world and empowering companies to decarbonize and boost their business performance, we’d love to hear from you!

Your mission To deliver exceptional customer experiences by acting as the primary point of contact, driving product adoption, and building long-term customer relationships. You will champion the voice of the customer within the company and ensure their success through proactive engagement and tailored solutions.

What you'll do

• Develop and optimize workflows to create a scalable and efficient customer support function, taking ownership of innovative strategies and operational improvements.

• Ensure quick and smooth issue resolution, maximizing customer satisfaction, and handling escalations for urgent problems.

• Assist with onboarding, answer inquiries, and provide timely responses to support tickets.

• Offer expertise on climate-conscious aspects of the product, and support customers with product-related challenges, from basic features to technical issues.

• Track performance metrics like resolution time and customer satisfaction to continuously improve service quality.

• Gather valuable feedback on product bugs and usability issues, collaborating to resolve them and help guide customer customizations.

• Create and maintain comprehensive training materials, FAQs, and the support wiki to empower customers and with easily accessible resources

• Maintain strong customer relationships by delivering effective solutions and providing clear product information to enhance the overall experience.

Who you are:

• 4+ years experience in a customer support or helpdesk role

• Early Involvement: You bring hands-on experience as one of the early members of a customer support function or a similar role

• Ownership: You thrive an environment where you can take ownership and drive initiatives that set the stage for growth

• Customer-Centric: Passionate about delivering exceptional customer experiences and resolving issues quickly and efficiently.

• Tech-Savvy: Comfortable with troubleshooting basic technical issues and learning new software tools quickly.

• Strong Communicator: Clear and concise in written and verbal communication, with the ability to explain complex concepts in simple terms.

• Problem Solver: Proactive in identifying issues and offering creative solutions to customer challenges.

• Adaptable & Resilient: Thrives in a fast-paced environment and handles escalations or urgent issues with composure and professionalism.

• Experience in SaaS or technology-driven environments is a plus.

• Fluency in English a must, German would be a bonus

• You are based in one of the following countries: Germany, Netherlands, Portugal, UK (or willing to relocate).

• Ability to manage multiple priorities and deliver results in a fast-paced environment.

Why Cozero?

We have recently secured €6.5 million in Series A funding, led by K