Manager Customer Support und Compliance mfx

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 indepth 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 databased 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 customeroriented 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 highgrowth environment.
• Compliance knowhow: Indepth 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 crossfunctional teams effectively manage relationships and ensure alignment with business objectives.

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.
• Highquality work equipment: You will receive firstclass 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 (Schneberg).
• Perks:
• Company discounts (CorporateBenefits) access to several employee discounts
• Discount on a gym membership
• Elearning opportunities
• Mental health app facility: InstaHelp
• Snacks and drinks in the office