Manager Customer Support und Compliance (m/f/x)

Your mission

The Manager Customer Support and Compliance (m/f/x) leads the SIDES customer service team, focusing on service excellence and ensuring compliance with all relevant regulations. This role requires strategic thinking, in-depth support knowledge and a strong commitment to maintaining the highest standards of customer service. The ideal candidate will have a deep understanding of compliance frameworks and a proactive approach to identifying and resolving issues at an early stage.

• Team Management: Lead, mentor and develop the support team to ensure consistently high standards of customer service performance. Responsible for scheduling, performance reviews and development plans to drive team growth and customer satisfaction.
• Compliance Management: Ensure that all support processes comply with industry standards, company policies and customer requirements. Develop and maintain a compliance framework that meets all regulatory requirements.
• Process optimization: Identify and optimize support processes and workflows to increase efficiency, accuracy and customer satisfaction. Use data-based insights to adjust strategies.
• Quality assurance: Establish and monitor quality metrics for support interactions to ensure customer satisfaction and consistency in service. Regular audits and feedback for continuous improvement.
• Escalation management: Point of contact for complex or critical issues to ensure fast and customer-oriented solutions.
• Collaboration with other departments: Work closely with Product, Sales and Compliance teams to align support initiatives with overall business objectives.
• Customer feedback and insights: Collecting and analyzing customer feedback to identify trends, improvement potential and potential compliance risks. Creating reports and recommendations for management.
• Documentation and training: Overseeing the creation and updating of support documentation and training materials. Ensure that all team members are trained in compliance requirements and support best practices.

Your profile

• Experience: At least 5 years of professional experience in a customer service or compliance role, including at least 2 years in a leadership position.
• Industry knowledge: Experience in SaaS, tech or software industries, ideally in a high-growth environment.
• Compliance know-how: In-depth knowledge of compliance frameworks and relevant regulations in the support area as well as experience in implementing compliance measures.
• Skills: Excellent problem solving, communication and leadership skills. Familiar with support and compliance tools (e.g. CRM systems such as ZohoCRM, ticketing systems such as ZohoDesk).
• Analytical skills: Strong analytical and reporting skills to translate data into actionable insights.
• Interpersonal skills: Ability to collaborate with cross-functional teams, effectively manage relationships and ensure alignment with business objectives.
• Communication skills: Fluent German and English language proficiency (C1/C2) in both written and spoken form

Perks & Benefits

• A recipe for success: We turned 10 years old this year and are known as specialists in the food service/delivery industry. With SIDES you represent a leading player in this field.
• Add ownership: We offer you the opportunity to shape your talent and ideas. You have freedom and responsibility in your daily work within your team.
• High-quality work equipment: You will receive first-class equipment to carry out your work successfully. In the office you can expect modern equipment and enough space for pleasant interactions with the SIDES team.
• Hungry for growth: Personal growth and continuous learning are our top priorities. We conduct regular feedback cycles and offer you opportunities to participate in seminars, workshops and conferences.
• Baking a positive workplace: You can expect a fantastic, perfectly networked office in the heart of Berlin (Schöneberg).
• Perks:
• Company discounts (CorporateBenefits), access to several employee discounts
• Discount on a gym membership
• E-learning opportunities
• Mental health app facility: InstaHelp
• Snacks and drinks in the office