Job
In this role, you lead the support team, optimize the ticketing process in Jira, analyze performance KPIs, and act as the main point of contact for critical customer issues and their resolution.
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Your role in the team
- Lead and manage the day-to-day support desk operations, ensuring timely, high-quality support across all client technology plans.
- Own support performance, including response times, resolution times, SLA compliance, and overall service quality.
- Serve as the escalation point for the Support team for customer issues and critical incidents.
- Independently investigate, troubleshoot, and resolve complex customer and application issues, using strong problem-solving and technical skills to minimize unnecessary escalations to Product and Engineering.
- Monitor support workload, ticket trends, and operational metrics to ensure efficient service delivery.
- Optimize Jira Service Management for the support function.
- Develop and maintain dashboards, reports, and KPIs to measure and analyze support performance and identify opportunities for improvement.
- Partner with Product, Engineering, Customer Success, and Implementation teams to resolve customer issues and improve the overall customer experience.
- Build, maintain, and refine support SOPs, internal documentation, and customer-facing Knowledge Center content.
- Lead initiatives focused on process automation, workflow optimization, and operational efficiency.
Our expectations of you
Education
- Bachelor's degree or equivalent combination of education and experience.
Qualifications
- Proven ability to manage support operations and service delivery metrics.
- Strong problem-solving, organizational, and analytical skills.
- Exceptional verbal, written, and presentation communication skills.
Experience
- 5+ years of experience in SaaS customer support, technical support, customer success operations, or service desk management.
- 2+ years of experience leading or managing customer support teams.
- Strong experience working with Jira Service Management or similar help desk platforms.
- Experience building and improving customer support processes.
What we offer
- Mental health support is provided to help you maintain your wellbeing.
- Employee discounts are available through partner programs.
- Company pension plan options support your long-term financial planning.
- Financial wellness program resources are available to help you achieve your personal finance goals.
- Public transportation benefits assist with your daily commute.
- Paid sick leave ensures financial security when you are unwell.
- Remote work is fully supported with a home office setup.
- Life and disability insurance provide personal security coverage.
- Private health insurance offers extended medical care access.
- Accommodation support is available.
- Home office provisions help equip your workspace.
Benefits
Work-Life-Integration
Topics you will work on
Job locations
About your employer
BG prevent GmbH is a renowned provider in the field of occupational medicine and safety, employing over 3,700 staff at around 150 locations in Germany. It supports more than 210,000 companies and public institutions nationwide, offering a wide range of health prevention and safety services. The company reinvests its profits into new innovations and the expansion of its offerings.
- Established Company
- Full Remote, Hybrid, Onsite
- Healthcare, Social Sector
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