Customer Support Manager, Komoot
More information about location
Navigation technology for outdoor experiences
Open for applications
Navigation technology for outdoor experiences
201-500 employees
Open for applications
More information about location
201-500 employees
Company mission
To allow everybody to better find, plan and live authentic outdoor experiences.
Role
Who you are
- Are excited to join a customer support team for the long run to make an impact on how people experience the outdoors
- Have outstanding communication skills in German and English. Additional languages (e.g. Dutch, Italian, Spanish) are welcome
- Are open to flexible scheduling, including occasional weekend support
- Have 2+ years experience working in online or tech support, and you love it
- Have a sharp eye for identifying and reporting technical bugs, with proven experience in troubleshooting and guiding customers through resolving issues effectively
- Have experience working on improving support processes and documentation
- Can explain complex technical topics to both colleagues and customers with a range of technical expertise
- Are highly self-driven, responsible, well-organized, and able to handle competing priorities
- Are positive, curious about our users’ needs, and keen to improve their experience
- Have an interest in how AI could enhance support processes and customer experiences
- Have a passion for outdoor sports, mobile apps, wearables, or bike computers
- Core Communication time between 10 am - 3 pm (Berlin Time). We know people have different lifestyles, which is why we have flexible working hours with core time for synchronous interaction. You can organize your workday in the way that best suits you, your family, and your needs
What the job involves
- We’re looking for an exceptional Customer Support Manager to join Chris and the dedicated support team.
- In this role, you’ll work directly with our users, helping them solve their technical issues, answer their questions, and make the most of our product.
- As the first point of contact for many of our users, you’ll ensure they have an exceptional support experience and get what they need to enjoy smoother, seamless outdoor adventures
- User happiness and satisfaction have always been central to our mission, and together with the team, you’ll play a crucial role in shaping our reputation and building great customer relationships
- Support our users via email as well as answer their questions on all channels (tickets, forums, social media, store reviews, etc)
- As the first point of contact, take ownership of customer inquiries and drive each issue toward a swift and effective resolution
- Manage cases from start to finish, from initial report and reproduction to writing bug reports and achieving resolution
- Handle technically complex and escalated cases
- Work with developers and QA to find and solve critical bugs in the wild
- Effectively collaborate and communicate with team members on tasks such as clearing ticket backlogs as they come up
- Assist with managing projects and processes that aim to improve how we support our customers
Our take
With the rise of mobile apps, using technology to access outdoor adventures has never been more popular. Komoot, founded in 2010, helps millions of people across Europe plan and enjoy hiking and cycling tours with its Android & iOS apps.
Komoot is aiming to become the go-to app for cyclists and hikers across Europe. To do this, it's growing its community status through competitive and friendly route-sharing technology, as well as increasing its brand awareness to compete with other apps such as Strava and MapMyRide.
With staff all over the world, this work-where-you-want operational structure makes Komoot well-placed to expand into new markets. With this strategy, Komoot is helping more and more people to enjoy exploring nature, by putting as little friction as possible between users and the outdoors - ultimately making the outdoors accessible for anyone with a smartphone, regardless of experience.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- 38 days of vacation (incl. public holidays)
- Dedicated time and budget to spend on your professional development: classes, conferences, books – your choice!
- Discounts from leading outdoor and cycling brands
- Flexible working hours and ability to work from anywhere in Europe
- Three whole-company gatherings per year in beautiful locations
- Optional “togetherness” trips with your team
- Costs covered for your co-working space membership or your work from home office
- The latest devices and equipment to do your best work
Company values
- Impact - We are builders & makers. We measure our own success by how impactful our work is. We put the user first. Always. We don’t do things just to do them, we do the right things to deliver maximum impact
- Responsibility - We hire people who are experts at what they do, and we give them the freedom to do it. With great freedom comes great responsibility. We consider the long view and effects on company and colleagues. Who’s the boss? You. Everybody. Our users
- Communication - Communication is all about understanding each other and talking is just the beginning. We share our ideas and learn from one another each and everyday. We listen to our users and each other to solve problems that matter. We share ideas, learnings and feedback with openness and clarity
- Curiosity - We love to learn. And we champion curiosity. No matter what our field of expertise, we’re always asking questions. Data scientists, copywriters and developers work alongside each other to solve problems for real outdoor fans
- Excellence - We’re constantly improving. Some of us are real optimization nerds. We take nothing for granted and constantly strive for the best. We don’t believe in repetitive work, that’s why we don’t have a structure for it. Repetitive work is for machines ... and we’re not robots
Company HQ
Südliche Innenstadt, Potsdam, Germany
Articles
Leadership
Tobias Hallermann
(Co-Founder)After studying mechanical engineering at the University of Munich, they decided to become an entrepreneur and moved to Berlin. In January 2010, they co-founded Komoot.
Markus Hallermann
(Co-Founder & CEO)Having studied material science, they worked at SwissRe as a student trainee for over 2 years, before co-founding generation next consulting and working as a Research Associate at GE Global Research for 3 years. In January 2010, they co-founded Komoot as CEO.
People progressing
Joined Komoot in April 2019 as Partnership Manager after a year at Mind Gym and 3 years at Cycling Sports Group. In October 2019, they were promoted to Director of Business Development.
After working in Marketing at Mehrner Quelle and XLETIX, they joined Komoot as a Content Editor intern in December 2016. Since July 2017, they have worked as a Marketing Manager. As of February 2022, they have been promoted to Senior Partnership Manager.
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