Principal of Customer Support - Munich, Deutschland - Orbem GmbH

Orbem GmbH

Geprüftes Unternehmen

Munich, Deutschland

vor 3 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

Orbem is an impact-driven deep-tech startup from Munich, Germany. We develop fast, accurate, and accessible imaging solutions that provide access to otherwise unattainable sources of knowledge. We seek to make a difference - and develop solutions to sustainably feed the world, accelerate the transition to a green economy, and transform disease detection.
Join us

Principal of Customer Support:

Starting date:
June 2024

Our compensation package:
€120,000 - €135,000 in yearly salary, €120,000 - €180,000 in equity. Additionally, up to €5,000/year in company benefits

Office location:
Munich, Germany

Your role:

Your day-to-day:

You will be focusing on the following areas:

Collaborate with internal teams (engineering, product, business) to ensure a seamless customer experience across all stakeholders

-
Analyze customer support
data to identify trends, improvements, and focus areas of our support strategy
-
Develop and
implement best practices for customer support processes, including guiding knowledge base creation, troubleshooting, and resolution workflows
-
Coordinate and
unify partners' and suppliers' support structures in a common front toward the customer
-
Define customer support
KPIs to track the health of the support strategy internally and externally
-
Create training programs internally and to partners and suppliers to elevate the skills of the support teams
-
Stay abreast of
industry trends and emerging technologies in customer support

Your team

What we offer:

International environment:5 different continents, 25+ nationalities driven by the same purpose: shedding light on the world's toughest challenges

Attractive package:
You participate in Orbem's success with stock options, which you receive on top of your salary.

We also offer visa support, relocation support several benefits such as:
a yearly Learning & Development budget (€1,750), Fitness club membership (USC, Wellpass), Kita/Kindergarten fee reimbursement and more

Work-life balance: We commit to creating an environment where our employees can find the balance they need. This includes flexible working hours, 30 days per year of paid leave and sick child leave

Make a difference:
You'll work in a scale-up environment with the freedom to drive your own projects and make a visible impact

Your experiences and skills:

Fit our values

We
own every challenge:we enjoy complexity and thrive under uncertainty
We
strive for better:we seize any opportunity for growth and challenge the status quo. We are constantly learning and improving
We
imagine new frontiers:we think beyond 'doable' and 'reasonable'. We design a sustainable and healthy future together

Leadership

You have 7+ years of experience in customer support, with proven track records of success in an individual contributor leadership role
You are an excellent communicator with great interpersonal skills and can influence and collaborate across teams
You thrive in open communication and feedbackbased working cultures

Customer Support

You are knowledgeable of customer support best practices, methodologies, and strategies
You have excellent analytical and problemsolving skills
You have experience in developing and implementing scalable customer support strategies in B2B markets
You know how to define and monitor customer support KPIs aligned with the business model
You are proficient in customer support software and tools
You have a passion for customer satisfaction and a commitment to continuous improvement
Experience working in a fastpaced, technologydriven environment
Familiarity with artificial intelligence and/or automation products in the food industry
You can open strong collaborative relationships with partners and suppliers to elevate the customer experience