📍 Job Overview

Job Title: Customer Support Manager (f/m/x)
Company: Seven Senders
Location: Berlin, Germany
Job Type: Full-time
Category: Customer Support & Success
Date Posted: 2025-06-19
Experience Level: 2-5 years
Remote Status: Hybrid (Flexible & Hybrid Work)

🚀 Role Summary

Key Responsibilities: Manage and direct customer inquiries, handle package claims, collaborate cross-functionally, and support new customer onboarding.
Key Skills: Customer Support, B2B Communication, Claim Handling, Cross-Functional Collaboration, Training, MS Office, German, English, French, Logistics Knowledge.

📝 Enhancement Note: This role requires strong communication skills in multiple languages and experience in customer support or a related field. Familiarity with the logistics industry is a plus.

💻 Primary Responsibilities

Customer Inquiries & Expectation Management: Handle and manage customer inquiries and expectations via written communication channels.
Package Claim Handling: Handle package claims comprehensively, from customer notification to payout, and collaborate with the insurance partner for smooth processing.
Cross-Functional Collaboration: Work closely with various teams to resolve complex escalations and continuously improve customer-facing processes.
New Customer Onboarding: Support the onboarding of new customers through training and guidance.
Customer Satisfaction Initiatives: Drive initiatives to enhance customer satisfaction and offer professional and efficient service.

📝 Enhancement Note: This role requires strong problem-solving skills, attention to detail, and the ability to work effectively in a cross-functional team environment.

🎓 Skills & Qualifications

Education: Completed vocational training or a university degree.

Experience: Proven experience or interest in ticket handling and customer support in a B2B setting.

Required Skills:

Proficiency in standard MS Office applications.
Excellent communication skills in written and spoken German (B2+) and English (C1+).
Knowledge of the logistics industry is a plus.

Preferred Skills:

Proficiency in French.
Experience in customer support or a related field.
Strong problem-solving skills and attention to detail.

📝 Enhancement Note: While not explicitly stated, having experience with CRM software and familiarity with ticketing systems would be beneficial for this role.

📊 Web Portfolio & Project Requirements (Not Applicable)

💵 Compensation & Benefits

Salary Range: €45,000 - €60,000 per year (Estimated based on market research for Customer Support Managers in Berlin with 2-5 years of experience)

Benefits:

Flexible & Hybrid Work: Hybrid working model with flexible remote-office set-up and working hours, and the option to work from almost anywhere for up to 2 months per year.
Company Lunches: Twice per month.
Corporate Benefits Platform: Access to various employee discounts and perks.
German & English Language Courses: In-house language courses to improve language skills.

📝 Enhancement Note: The salary range is estimated based on market research for similar roles in Berlin. The company offers a competitive benefits package to attract and retain top talent.

🎯 Team & Company Context

🏢 Company Culture

Industry: Logistics & Supply Chain Management

Company Size: Medium (220+ employees)

Founded: 2015

Team Structure:

The Customer Support team is responsible for handling written inquiries from B2B customers and logistics partners.
The team works closely with other departments, such as Operations, Sales, and IT, to resolve complex escalations and improve customer-facing processes.

Development Methodology:

The company follows a data-driven and efficient working approach, with a focus on collaboration, open doors, and no-fuss results.
They celebrate and come together regularly, fostering a vibrant culture and community.

Company Website: Seven Senders

📝 Enhancement Note: Seven Senders is a leading platform for cross-border parcel delivery in Europe, supporting e-commerce companies in their growth and internationalization plans. They connect markets with unparalleled ease using their innovative platform, which combines the best European delivery services with local logistics expertise.

📈 Career & Growth Analysis

Customer Support Career Level: This role is a mid-level position in the customer support career path, focusing on managing customer inquiries, handling package claims, and driving customer satisfaction initiatives.

Reporting Structure: The Customer Support Manager reports directly to the Head of Customer Support or a similar role within the Customer Success department.

Technical Impact: This role has a direct impact on customer satisfaction and the overall customer experience. By effectively managing customer inquiries and driving improvement initiatives, the Customer Support Manager contributes to the company's growth and success.

Growth Opportunities:

Career Progression: With experience and strong performance, there may be opportunities to advance to a senior role within the Customer Support team or move into a management role within another department.
Skill Development: The company offers language courses and encourages continuous learning, providing opportunities for professional growth and development.
Leadership Potential: As the team grows, there may be opportunities to mentor junior team members and develop leadership skills.

📝 Enhancement Note: Career growth opportunities depend on the company's expansion plans and individual performance. The company encourages a data-driven and efficient working approach, which may lead to opportunities for career progression and skill development.

🌐 Work Environment

Office Type: Hybrid office environment with flexible remote-office set-up and working hours.

Office Location(s): Alexanderplatz, Berlin, Germany

Workspace Context:

The office is located in the heart of Berlin, with easy access to public transportation and nearby amenities.
The workspace is designed to foster collaboration and open communication, with a focus on energy and camaraderie.
The company offers company-wide celebrations, team events, and BBQs to create a vibrant and engaging work environment.

Work Schedule: Standard full-time working hours with the option to work remotely for up to 2 months per year.

📝 Enhancement Note: The hybrid work arrangement allows for a flexible work-life balance, catering to the needs of modern professionals while maintaining a collaborative office environment.

📄 Application & Technical Interview Process

Interview Process:

Online application review and initial screening.
Phone or video call interview to discuss the role, responsibilities, and expectations.
On-site or virtual interview with the hiring manager and/or team members to assess cultural fit and technical skills.
Final decision and job offer.

Portfolio Review Tips (Not Applicable)

Technical Challenge Preparation (Not Applicable)

ATS Keywords:

Customer Support
B2B Communication
Claim Handling
Cross-Functional Collaboration
Training
MS Office
German
English
French
Logistics Knowledge

📝 Enhancement Note: The interview process focuses on assessing the candidate's communication skills, customer support experience, and cultural fit. Technical challenges or portfolio reviews are not applicable to this role.

🛠 Technology Stack & Web Infrastructure (Not Applicable)

👥 Team Culture & Values

Customer Support Values:

Professionalism: Offer efficient and professional service to customers, handling their inquiries and claims promptly and effectively.
Communication: Maintain open and transparent communication with customers, colleagues, and other departments to resolve issues and improve processes.
Collaboration: Work closely with other teams to resolve complex escalations and continuously improve customer-facing processes.
Continuous Learning: Stay up-to-date with industry trends and best practices to enhance customer support and drive improvement initiatives.

Collaboration Style:

Cross-Functional Integration: Collaborate with various teams, such as Operations, Sales, and IT, to resolve complex escalations and improve customer-facing processes.
Code Review Culture: Not applicable to this role.
Knowledge Sharing: Share best practices and lessons learned with the team to improve overall performance and customer satisfaction.

📝 Enhancement Note: The Customer Support team at Seven Senders values professionalism, communication, collaboration, and continuous learning. They work closely with other teams to resolve complex escalations and continuously improve customer-facing processes.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Inquiries: Handle a high volume of customer inquiries and manage expectations effectively.
Package Claims: Handle package claims comprehensively, from customer notification to payout, ensuring accurate and timely processing.
Complex Escalations: Collaborate cross-functionally to resolve complex escalations and improve customer-facing processes.
Language Barriers: Communicate effectively with customers in multiple languages, ensuring clear and concise information exchange.

Learning & Development Opportunities:

Language Courses: Improve language skills through in-house language courses offered by the company.
Industry Knowledge: Stay up-to-date with industry trends and best practices to enhance customer support and drive improvement initiatives.
Leadership Development: Develop leadership skills by mentoring junior team members and contributing to team growth and success.

📝 Enhancement Note: This role presents technical challenges in managing customer inquiries, handling package claims, and resolving complex escalations. The company offers learning and development opportunities to help employees grow professionally and contribute to the team's success.

💡 Interview Preparation

Technical Questions:

Customer Support Experience: Describe your experience in customer support, highlighting your ability to handle customer inquiries and manage expectations.
Claim Handling: Walk through a scenario where you had to handle a complex package claim, explaining your approach and the outcome.
Cross-Functional Collaboration: Discuss a time when you had to collaborate with other teams to resolve a complex issue, emphasizing your communication and problem-solving skills.

Company & Culture Questions:

Customer Support at Seven Senders: Explain how you would approach managing customer inquiries and driving customer satisfaction initiatives at Seven Senders.
Company Culture: Describe your understanding of Seven Senders' company culture and how you would contribute to maintaining and enhancing it.
Customer Experience Impact: Discuss how you would measure the impact of your work on the overall customer experience and identify areas for improvement.

Portfolio Presentation Strategy (Not Applicable)

📝 Enhancement Note: The interview process focuses on assessing the candidate's customer support experience, communication skills, and cultural fit. Technical challenges or portfolio reviews are not applicable to this role.

📌 Application Steps

To apply for this Customer Support Manager position:

Submit your application through the application link provided.
Tailor your resume and cover letter to highlight your relevant customer support experience, communication skills, and enthusiasm for the role.
Prepare for the interview by researching the company, understanding the role's responsibilities, and practicing common customer support interview questions.
Be ready to discuss your approach to managing customer inquiries, handling package claims, and driving customer satisfaction initiatives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Manager (f/m/x)