Our Vision You are responsible for the performance and quality of our BPO customer support partners and ensure compliance with all SLAs. As the central interface, you manage escalations, quality assurance, and continuous improvements based on relevant KPIs. Your mission Performance in focus: Analysis and monitoring of daily, weekly, and monthly KPIs such as CSAT, AHT, First Response Time, and QA scores to ensure agreed SLAs You are the central point of contact: First point of contact for the BPO leadership team in case of operational blockers, system outages, or policy clarifications Capacity & planning: Close collaboration with the BPO’s workforce management to ensure demand-driven staffing – especially during peaks, campaigns, or seasonal volumes Quality & consistency: Planning and execution of regular calibration sessions with the BPO Quality Analysts to ensure consistent evaluation standards and brand tone of voice You manage knowledge transfer: Coordination and support of rollouts for new processes, product updates, and policy changes, including validation of implementation Analysis & improvement: Identification of trends in complaints or declining CSAT scores and derivation and implementation of corrective action plans together with the BPO Escalation management: Ownership and resolution of complex customer escalations that exceed the BPO’s authority You create feedback loops: Consolidation of insights from the BPO (customer pain points, product issues) and structured handover to internal product and engineering teams Administrative support (optional): Support in reviewing BPO invoices based on hours, staffing, and performance reports Your profile Experience in customer support: At least 2 years of professional experience in customer service, ideally including at least 1 year working with external service providers or BPOs You work data-driven: Confident handling of KPIs, analyses, and trend derivation; very good knowledge of Excel or Google Sheets (pivot tables, S-/V-lookups) as well as experience with BI tools such as Tableau or Looker Strong communication skills: Very good written and verbal communication skills and the ability to provide clear, constructive, and partnership-based feedback You are tech-savvy: Experience with common helpdesk and contact center systems such as HubSpot, Zendesk, Salesforce, or Twilio Flex International collaboration: Experience working with cross-functional and intercultural teams as well as an understanding of nearshore and offshore setups Language skills: Native German or French as well as very good English skills, both written and spoken Why us? Permanent employment contract: Be part of our company’s success and use your scope for creativity to actively shape your career Hybrid working: With flexible working hours and no core hours, we offer a balance between mobile working and office days in a collaborative environment State-of-the-art working environment: Our modern office is easy to reach – with free parking spaces for bicycles and cars Free & sustainable commute: We provide you with a free Germany ticket On top: To improve our ecological footprint, we offer the option of job bike leasing with a 50% subsidy Corporate social responsibility: We support your company pension scheme with a 50% employer contribution Attractive employee discounts: Via our employee purchase program, you can get the right tools for your private projects – plus additional benefits through our Corporate Benefits program Structured onboarding: Comprehensive onboarding to help you quickly get to know your tasks and Positec with the brands WORX & KRESS About us Positec Group is an international company headquartered in Suzhou, China, with more than 4,000 employees worldwide, operating primarily under the Worx and Kress brands. As one of the leading suppliers of robotic mowers, power tools and garden tools, our goal is to offer our customers the right tools and smart ideas for the implementation of their projects. At our EMEA headquarter in Cologne, we are an open and diverse team of nearly 80 people, consisting of doers, thinkers and analysts. In addition to the contribution that each individual makes to our success story, togetherness also plays a major role for us. We don't just talk about social responsibility, we live it. "Profit alone cannot inspire a company to become a great company [] Whether it's developing products that are safe, valuing each and every employee, being a good citizen in our community, or minimizing our carbon footprint; it's all part of our shared dream to build a sincere sustainable company." - Don Gao (CEO Positec Technology)