careerzynith 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 organization, active in over 180 countries, with a strong focus on Germany and the USA. With a team of over 500 talented individuals in Berlin, Cologne, New York, and Cagliari, we are committed to making a positive impact on the medical community.
We are seeking an experienced Customer Support Supervisor to join our team in the German market. As a Customer Support Supervisor, you will be responsible for leading a team of support specialists, providing guidance and mentorship, and driving operational excellence. If you are a motivated and experienced professional with a passion for customer support, we encourage you to apply.
Manage user inquiries and daily operations: Collaborate with team management, identify problems, and make informed decisions to ensure seamless customer support.
Steer our communication channels (in close collaboration with team management) using various tools to recognize trends and proactively adjust workflows and scheduling – always prioritizing AMBOSS, our users, and the support team.
Update and create information sources like Notion, Help Center, and Macros.
Represent the support team and our users in meetings and discussions with other teams, ensuring customer-centric solutions and keeping the team informed.
Regularly analyze the performance of your direct reports, focusing on 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 the strengths and development of team members through targeted task and project allocation.
You will be responsible for a part of our team, supporting their development, and guiding them through challenging times.
You will be one of the first points of escalation for user inquiries – aiming to support, educate, and empower the team.
Collaborate with team leadership and management to ensure a positive, cooperative, and motivating work environment.
Identify and support the career growth of your reports, recognizing opportunities for them to take on new challenges and responsibilities.
Proven experience in customer support, ideally with some experience in mentoring or leadership roles.
Fluent German language skills (C2 level) and excellent English language skills.
Excellent communication and interpersonal skills.
Strong technical knowledge, particularly in the use of common helpdesk tools.
Focus on operational excellence.
Flexibility in handling changing requirements and ambiguities.
A growth-oriented mindset and a willingness to learn and develop continuously.
The ability to organize and prioritize yourself and your team effectively.
Empathetic support and mentorship of team members.
Data analysis to improve performance and optimize processes.
Making efficient, well-thought-out decisions and delegating tasks effectively.
At careerzynith, we believe in investing in our employees' well-being and growth. Our comprehensive benefits package includes financial, physical, and mental health support, as well as work-life balance initiatives. Some of our benefits include:
30 days of paid vacation 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 focus on your personal values, whether it's volunteering, creativity, or spending time with family and friends.
Tenure Day: Every two years, you'll receive an additional day off, up to 33 days (after 2+ years of service).
Attractive pension plan: A comprehensive retirement plan for employees living and working in Germany.
Urban Sports Club: AMBOSS sponsors M-membership.
Fitbit: A smartwatch and 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. 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 (excluding remote work).
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.
Take a break and recharge: Enjoy some sunshine at our office in Cagliari, Sardinia, perfect for team retreats, workshops, or simply soaking up some sun.
We value diversity as a driving force for innovation and welcome all individuals who share our mission to empower medical professionals worldwide. If we've just described your dream job, we encourage you to apply – even if you don't meet all the requirements.