Senior Customer Support Manager, Cozero

• 4+ years experience in a customer support or helpdesk role
• Early Involvement: You bring hands-on experience as one of the early members of a customer support function or a similar role
• Ownership: You thrive an environment where you can take ownership and drive initiatives that set the stage for growth
• Customer-Centric: Passionate about delivering exceptional customer experiences and resolving issues quickly and efficiently
• Tech-Savvy: Comfortable with troubleshooting basic technical issues and learning new software tools quickly
• Strong Communicator: Clear and concise in written and verbal communication, with the ability to explain complex concepts in simple terms
• Problem Solver: Proactive in identifying issues and offering creative solutions to customer challenges
• Adaptable & Resilient: Thrives in a fast-paced environment and handles escalations or urgent issues with composure and professionalism
• Experience in SaaS or technology-driven environments is a plus
• Fluency in English a must, German would be a bonus
• Ability to manage multiple priorities and deliver results in a fast-paced environment
• You are based in one of the following countries: Germany, Netherlands, Portugal, UK (or willing to relocate)

• We are looking for a passionate Senior Customer Support Manage to help us transform every company into a sustainable business
• In this unique role, you will play a pivotal role in ensuring our customers achieve their desired outcomes through the use of our products and services. You will build strong relationships, deliver exceptional customer experiences, and drive customer loyalty and retention
• Develop and optimize workflows to create a scalable and efficient customer support function, taking ownership of innovative strategies and operational improvements
• Ensure quick and smooth issue resolution, maximizing customer satisfaction, and handling escalations for urgent problems
• Assist with onboarding, answer inquiries, and provide timely responses to support tickets
• Offer expertise on climate-conscious aspects of the product, and support customers with product-related challenges, from basic features to technical issues
• Track performance metrics like resolution time and customer satisfaction to continuously improve service quality
• Gather valuable feedback on product bugs and usability issues, collaborating to resolve them and help guide customer customizations
• Create and maintain comprehensive training materials, FAQs, and the support wiki to empower customers and with easily accessible resources
• Maintain strong customer relationships by delivering effective solutions and providing clear product information to enhance the overall experience

• Working at an early stage and fast-paced startup such as Cozero means that all your contributions will have a direct impact on the product and by extension on lowering the carbon emissions of companies
• As one of the first hires of the company, you will also be able to grow together with us and be a very influential part of the company. We are an open-minded team that works closely together in a non-hierarchical manner
• You would join us in our beautiful office in the heart of Berlin, and we offer the flexibility of working from home.

Total funding: $7.2m

Conflicts in the 2020s and climate change are challenging energy companies, leading to an unprecedented demand for more commitment to renewable raw materials from all stakeholders. For companies, this means it is now no longer a luxury to save CO2 emissions where possible.