This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Manager based in Germany.

This remote Support Manager role focuses on delivering high-quality, user-first support for innovative hardware and software products used by a global tech-savvy community. You will serve as the primary point of contact for users, helping them resolve technical, logistical, and product-related issues across multiple communication channels. The role plays a key part in ensuring a seamless customer experience by investigating incidents, identifying root causes, and coordinating resolutions with internal teams. You will also act as a critical bridge between users and product, engineering, and logistics teams by escalating bugs and edge cases. A strong emphasis is placed on empathy, clarity of communication, and structured problem-solving. This is a highly collaborative role where user feedback directly influences product improvements. It is ideal for someone who enjoys combining technical troubleshooting with customer interaction in a fast-moving environment.

• Manage user inquiries across multiple channels, primarily email, with potential expansion to chat-based support, ensuring timely and accurate responses.
• Investigate user-reported issues in depth, gathering detailed information, identifying root causes, and providing clear and effective solutions.
• Escalate bugs, incidents, and complex cases to appropriate internal teams such as development, logistics, and operations for resolution.
• Handle product returns, replacements, and related logistics processes while ensuring a smooth and transparent customer experience.
• Collect, structure, and analyze user feedback to improve product quality, documentation, and overall support processes.
• Maintain high standards of communication and ensure every user interaction contributes positively to the overall customer experience.

Requirements:

• 1.5+ years of experience in technical support or customer support roles within a tech or product-driven environment.
• Hands-on experience using ticketing systems such as Zendesk for managing, tracking, and resolving customer requests.
• Strong investigative skills with the ability to analyze user issues, gather detailed context, and prepare escalation-ready reports.
• Excellent written communication skills with a strong focus on clarity, empathy, and customer orientation.
• Ability to work independently, prioritize tasks, and proactively search for solutions without constant supervision.
• Strong stress management skills and ability to handle difficult or negative customer interactions constructively.
• Fluency in Russian (native level) and English (B2 or higher) is required.
• Familiarity with e-commerce support processes and basic Jira usage is a plus.

Benefits:

• Flexible work arrangement with options for fully remote, hybrid, or office-based work depending on preference.
• Provided work equipment to ensure a comfortable and efficient remote working setup.
• Health and wellness benefits including medical insurance, sports programs, language courses, and therapy support.
• Flexible working hours with a five-day workweek and adaptable start times.
• Opportunity to work with innovative consumer hardware and software products with a strong global community.
• Exposure to cross-functional collaboration with engineering, logistics, and product teams.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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