Experienced Customer Support Supervisor – German Market at arenaflex

Join arenaflex, a leading learning and clinical decision support tool, as we continue to empower physicians across the globe to provide the best possible care. As a Customer Support Supervisor, you will play a vital role in driving customer satisfaction and loyalty in the German market. If you're passionate about delivering exceptional customer experiences, leading high-performing teams, and driving business growth, this is an exciting opportunity to join our dynamic team.

About arenaflex

arenaflex is a pioneering company that has revolutionized the way physicians learn and make clinical decisions. Founded in 2011, we have grown to become a global leader, operating in 180 countries and serving over 500 employees across our offices in Berlin, Cologne, New York, and Cagliari. Our mission is to empower physicians to provide the best possible care, and we're committed to making a meaningful impact on the lives of patients worldwide.

Your Role

As a Customer Support Supervisor, you will be responsible for leading a team of customer support representatives in the German market. Your primary focus will be on delivering exceptional customer experiences, driving customer satisfaction, and ensuring that our customers receive the highest level of support. You will work closely with our team management to identify trends, proactively adjust workflows, and maintain a balanced focus between company, customer, and team priorities.

Key Responsibilities

* Own customer queries and day-to-day business, with close coordination with team management and independent decision-making

• Monitor inbound channels using various tools to identify trends and proactively adjust workflows and shift planning
• Work with the team to keep resources up-to-date, such as Notion, Help Center, and Macros
• Represent the team and our customers in meetings/discussions with other teams, ensuring customer-friendly solutions and informing the team appropriately
• Regularly monitor report's performance via various channels: Quality, Productivity, Internal & Cross-team Processes
• Collect and provide constructive and positive feedback to improve performance and support growth
• Work with Team Lead & Management to support the reports' strengths and growth via project/task delegation
• Responsible for a fraction of our team members, supporting their development and guiding them through difficult times
• Being one of the first escalation points for customer inquiries, aiming to support, educate, and empower the team
• Working with Team Lead and Management to ensure a positive, collaborative, and motivating working environment
• Identify opportunities for reports' growth and next career steps by task delegation, feedback rounds beyond primary performance

You Bring

* Extended experience in Customer Support and ideally first experiences in Mentoring or Leadership

• C2-level German proficiency skills and fluency in English
• Excellent Communication Skills
• In-depth Technical skills including the use of common Helpdesk-Tools
• A focus on Operational Excellence
• The ability to wear multiple hats and handle ambiguity

You Enjoy

* Applying a growth mindset and continuous learning approach

• Prioritizing and organizing your own and your team's capacity
• Empathy-driven empowerment and mentoring of your reports
• Analyzing data to improve performance/project outcomes
• Taking decisions and delegating tasks in efficient but smart ways

Benefits

At arenaflex, we believe in investing in our employees' well-being and growth. Our employee benefits package is designed to support financial, physical, and mental health and work-life harmony. Some of the benefits you can expect include:

• 30 vacation days per year (for everyone working 5 days per week)
• An AMBOSS holiday: A company-wide day-off each year
• Personal Purpose Day: One day for you to follow your purpose
• Tenure Days: Every two years +1 day, up to 33 days (Apply after 2+ years seniority)
• An attractive bAV offer: An attractive retirement plan for those living and working in Germany
• Urban Sports Club: AMBOSS sponsors the M-plan
• Fitbit: AMBOSS sponsors the FitBit Versa 3
• Swapfiets: Get yourself a Swapfiets bike for your way to our Cologne or Berlin office
• Deutschland Ticket: If you work in one of our German offices for 3+ days per week, AMBOSS pays for your monthly public transport ticket
• Healthy and delicious meals: Our in-house chef prepares healthy, delicious menus for breakfast and lunch every day
• Fruit and snacks: The office is always full of fruit and snacks
• Italian espresso machine: Take your barista skills to the next level
• AMBOSS Daycare: Bring your child to our AMBOSS Daycare in Berlin when your Kita is closed
• Sunny office: Enjoy a change of pace when you visit our sunny office in Cagliari, Sardinia

Diversity and Inclusion

At arenaflex, we believe in diversity as a driving force of innovation and welcome people of all backgrounds to help us achieve our mission of empowering physicians to provide the best possible care – to everyone, everywhere. We encourage you to apply even if you do not meet all of the requirements.

Apply Now

If you're passionate about delivering exceptional customer experiences, leading high-performing teams, and driving business growth, we encourage you to apply for this exciting opportunity to join our dynamic team at arenaflex. Apply for this job