arenaflex is a leading learning and knowledge platform that empowers medical professionals worldwide to deliver the best possible care to their patients. Founded in 2011, our mission is to create a platform that we, as medical students and professionals, would have wished for ourselves. Since then, we have grown to become a global company with over 500 team members across our locations in Berlin, Cologne, New York, and Cagliari. Our focus on innovation, customer satisfaction, and employee well-being has made us a preferred choice for medical professionals seeking a supportive and dynamic work environment.
We are seeking an experienced Customer Support Supervisor to join our German market team at arenaflex. As a Customer Support Supervisor, you will play a vital role in leading our support team, ensuring seamless customer experiences, and driving business growth. If you are a motivated and results-driven individual with a passion for customer-centricity, we encourage you to apply for this exciting opportunity.
Manage customer inquiries and daily operations: Collaborate with team management to ensure efficient issue resolution, proactive problem identification, and informed decision-making.
Oversee our communication channels (in close collaboration with team management) using various tools to identify trends, adapt workflows, and optimize scheduling – always prioritizing AMBOSS, our customers, and the support team's needs.
Update and create information sources like Notion, Help Center, and macros.
Represent the support team and our customers in meetings and discussions with other teams, ensuring customer-centric solutions and keeping the team informed.
Regularly analyze the performance of your direct reports regarding quality, productivity, and internal and cross-functional processes.
Provide constructive feedback to enhance the professional and personal development of your reports.
Collaborate with team leadership to support team members' strengths and development through targeted task and project allocation.
You will be responsible for a part of our team, supporting their growth, and guiding them through challenging times.
You will be one of the first escalation points for customer inquiries – aiming to support, develop, and empower the team.
Collaborate with team leadership and management to ensure a positive, cooperative, and motivating work environment.
Identify and develop opportunities for your reports' growth, recognizing and facilitating their next career steps through targeted task allocation and feedback rounds.
You have extensive experience in customer support and, ideally, some experience in mentoring or leadership roles.
You possess excellent German language skills (C2 level) and fluent English.
You have outstanding communication skills.
You have in-depth technical knowledge, particularly in the use of common helpdesk tools.
You focus on operational excellence.
You are flexible in handling changing requirements and ambiguities.
You have a growth-oriented mindset and a willingness to learn throughout your life.
You are able to organize and prioritize yourself and your team effectively.
You enjoy supporting and mentoring your team members in an empathetic manner.
You are interested in data analysis to improve performance and optimize processes.
You are able to make efficient, well-thought-out decisions and delegate tasks effectively.
arenaflexians report that our innovative work environment motivates them, and our benefits make them feel valued and empowered. We invest in each individual with a comprehensive performance package that supports financial, physical, and mental well-being, as well as work-life balance. You can find more details about our benefits here.
30 vacation days per year (based on a 5-day workweek)
AMBOSS Day: A company-wide free day per year (where you can ignore all Slack notifications)
Purpose Day: A day for you to strengthen your personal values. Whether it's volunteering, something creative, or an activity with your family or friends.
Tenure Day: Every two years +1 day, up to 33 days (applicable after 2+ years of employment)
Attractive bAV offer: A comprehensive pension plan for all employees living and working in Germany.
Urban Sports Club: AMBOSS sponsors the M-membership
Fitbit: A smartwatch and an activity tracker to motivate you to stay fit and active. AMBOSS sponsors the FitBit Versa 3.
Swapfiets: Get a bike for your commute to our offices in Cologne or Berlin. Employees working 40% or more from the office can get a bike. AMBOSS sponsors the Deluxe 7-plan.
Deutschland Ticket: If you work 3+ days a week in one of our German offices, AMBOSS will cover your monthly public transportation ticket. This only applies if you don't work remotely!
Our chefs prepare healthy, delicious meals for breakfast and lunch in the office (with both meat and vegetarian options).
Less stress about childcare: Bring your child to our AMBOSS kindergarten in Berlin if your regular kindergarten is closed, or use it to bridge the time until you find a new spot.
Need some extra vitamin D? Enjoy a change of scenery by visiting our sunny office in Cagliari, Sardinia. We love this location for team retreats, workshops, or simply to recharge with some sunshine.
We value diversity as a driving force for innovation, and we welcome all individuals who can help us achieve our mission: empowering medical professionals to deliver the best possible care – everywhere.
If we've just described your dream job, we encourage you to apply, even if you don't meet all the requirements.