Customer Support Specialist – 1st Level

• Location: Berlin, Berlin
• Type: Permanent
• Job #16755

Your Role

Reporting & Analysis:
Preparation of regular operational reports (daily, weekly, and monthly); leading review meetings to evaluate performance against SLAs; analyzing planned vs. actual working hours; overseeing budget control and forecast management.

Financial & Operations Management:
Reviewing and approving invoices from external service providers; conducting performance calibration sessions; managing financial adjustments, loss events, and refunds.

Agent Management & Support:
Maintaining and updating skill matrices; organizing and supporting onboarding and offboarding processes; coordinating training initiatives; providing technical and administrative support to the team; ensuring completion of mandatory training.

Content & Process Development:
Creating and maintaining text templates, process documentation, work instructions, and training materials; ensuring continuous updates to internal knowledge bases and documentation platforms.

Quality Management & Escalations:
Performing targeted quality checks; handling and escalating complex customer cases; representing the customer service perspective in the development of new products, services, and processes.

Change Management & Collaboration:
Assessing and escalating change requests; actively contributing to process improvement and optimization; supporting the creation and maintenance of internal FAQs.

Communication & Interface Management:
Serving as a point of contact for contractual, personnel, and regulatory matters; collaborating closely with both internal teams and external partners.

Team Leadership Support:
Providing operational support and representing the team lead during absences.

What You Bring

• Extensive experience in customer service with a strong focus on communication, service quality, and customer retention.

• Proven ability to develop text modules, process and work instructions, and training materials with strong organizational and practical relevance.

• Analytical and conceptual strengths to understand complex workflows and identify efficient solutions.

• Excellent interpersonal and communication skills, with a professional and empathetic approach.

• Language proficiency: German (fluent), English (good).

Depending on your experience level, your specific responsibilities will be adjusted. We value personal and professional growth and support it through a structured learning framework. Together, we’ll define how you can best contribute to our team.

Our Benefits

• Home office and equipment budget

• Dedicated learning and development budget

• Transparent framework for career progression

• Competitive compensation