Customer Support Manager (m/f/x)

wherever SIM - IoT from Hamburg

We offer you the opportunity to get started in one of the industries of the future. With our solution, we enable a simple but professional internet connection for a wide range of IoT devices - from smart washing machines to connected cars.

Since our founding in 2015, we have been on a healthy growth path and have convinced customers such as Rossmann, MOIA and Engelbert Strauss.

Your mission

Our customers love it when things just work. And when they don't - you're there. With empathy, brains and clear communication.

As a Customer Support Manager at wherever SIM , you are more than just support.

You are the first point of contact for our users, an expert for tricky cases - and at the same time a co-creator for better processes, clearer communication and long-term customer satisfaction.

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Your tasks at a glance:

💬 1st level support: You are the first point of contact for inquiries via email, telephone or our ticket system.

Typical concerns? User access, password resets, quick help.

You answer in a friendly, efficient manner - or pass on to the 2nd level.

🛠 2nd level support: This is where things get technical. You solve more complex cases, work with the DevOps and product team and document solutions for our internal knowledge base.

📊 Ensure service quality: You pay attention to our SLA times, proactively keep our customers up to date and ensure that no request is lost.

📚 Knowledge management & training: You maintain FAQs, develop tutorials and pass on your knowledge to the team - e.g. through mini training courses for the 1st level.

📈 Process improvement & monitoring: You recognize patterns, think along with us, develop templates for common issues - and help to make support a little better every day.

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What you bring with you

✅ Experience in technical customer service or IT support

✅ Enjoy communicating - with people and with systems

Structured, solution-oriented working style

German at native speaker level and solid knowledge of English

✅ Bonus: Experience with ticket systems, e.g. Freshdesk, Zendesk or similar.

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Our benefits

🧠 Growth and development: With us, you have the opportunity to develop professionally and personally. We support you with targeted training opportunities to help you reach your full potential.
🔄 Agility: In a dynamic environment like ours, flexibility is crucial. We work in an agile way so that you can react quickly to changes, help shape processes and implement innovative ideas directly.
💻 Flexible working: Whether you're most productive early in the morning or late at night, we offer flexible working hours so you can organize your day in a way that works best for you and your team.
👂 Short decision-making paths: In our open corporate culture, all doors are open to you. Whether in the office or remotely - we promote continuous exchange between teams and management.
🤝 Unique culture: Together we achieve more. We focus on teamwork - we support each other to achieve our common goals.
💙 Optimal start: We will support you in familiarizing yourself with your new role by providing you with a buddy. This will allow you to quickly familiarize yourself with our culture and processes and provide strategic impetus for your team.
🌳 Social responsibility: You can also use 5 days of special leave per year to get involved in social causes.
💪 Individual allowance: You can choose whether you want to use the €50 subsidy per month for public transport, internet or the Urban Sports Club.