Customer Service Manager Position
Mannheim/Remote | Vollzeit
Become a key figure in our customer support team and accompany our customers on their path to success.
Overview of GETS:
GETS is a modern, international SaaS platform for event management. Our office is located in Mannheim, with team members working from Spain as well. Most of our collaboration takes place remotely - flexible, digital, and human.
Our focus is on People & Culture: We believe in equal cooperation, genuine teamwork, and open communication. At the same time, we prioritize absolute Customer Centricity: We listen to our customers' needs and build long-term trust by understanding them.
Our claim is to solve problems quickly, efficiently, and sustainably - with empathy, clarity, and genuine responsibility.
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Job Description
As a Customer Service Manager, you will ensure that support inquiries are processed quickly, clearly, and with high quality through our ticket portal. You will actively listen, recognize patterns, and support our customers in solving their challenges quickly - always focusing on Relationship & Trust.
* Processing and prioritizing support tickets
* Ensuring fast reaction and solution times
* Close cooperation with the Customer Success & Product teams
* Independent customer contact and communication
* Documentation of all inquiries and solutions
* Continuous development of our service processes
* We use JIRA as our main tool for service, support, and development. Automated workflows, clear structures, and transparent processes help us process tickets and features efficiently. Knowledge of JIRA is a strong plus - but not a requirement.
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Required Skills and Qualifications
What you should bring:
* Excellent German and English skills
* Experience in customer service, ideally in the software industry
* Team spirit and enthusiasm for joint further development
* Clear communication and structured work approach
* High service orientation, empathy, and problem-solving competence
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Benefits
What we offer:
* 100% remote work possible or work at our office in Mannheim
* Flexibility (part-time or full-time)
* International, young team and strong people culture
* Space for participation, ownership, and further development
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