Customer Support Manager

Your Mission: Own inbound support and drive great resolutions.

As a Customer Support Manager at voize, you are responsible for delivering a consistently excellent customer experience across our inbound channels — voice, chat, and email.

You ensure customers get fast, helpful answers and keep cases moving from first contact to resolution. When an issue requires deeper investigation, you collaborate closely with Technical Support and other internal teams to ensure problems are solved thoroughly and communication stays clear.

🚀 Your Daily Business – No two days are alike

• Manage inbound support across voice, chat, and email, ensuring customers get timely, high-quality responses.

• Own cases end-to-end, including triage, prioritization, follow-ups, and clear closure.

• Set expectations and communicate clearly, especially when timelines depend on internal investigation or product/engineering input.

• Partner closely with Technical Support on more complex issues: gather the right details, translate customer context, and drive progress to resolution.

• Handle escalations calmly and effectively, balancing urgency with quality and customer trust.

🤝 Your Skillset – What you bring to the table

• Strong customer support foundation: experience in customer support, customer success, operations, or a similar customer-facing role.

• Experience working with support tooling, such as ticketing systems, knowledge bases, and chat/phone systems.

• Excellent, empathetic communication: ability to explain solutions clearly, even in stressful situations, and set expectations without losing warmth or trust.

• Structured problem solving: breaking down unclear issues, asking the right questions, and moving things forward without getting stuck.

• Comfort with technical topics (high level): working with concepts like integrations, browsers, devices, and permissions without needing to be an admin or engineer.

• Ownership and reliability: following through, keeping stakeholders informed, and caring about quality.

• Collaboration mindset: enjoying working with different teams and helping build better ways of working.

• Language skills: Fluent German (C2) for customer communication, and solid English for internal collaboration.

🎯 Our Success Mindset – How we work at voize

• Resilience is one of your strengths: staying calm under pressure and seeing challenges as opportunities.

• Iteration suits you: testing, learning, and improving constantly instead of waiting for perfection.

• You value open communication and constructive feedback: and contribute to a positive team culture.