Support Operations Manager (German)

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Support Operations Manager (German)

At Scribbr, we guarantee our customers 100% happiness; we truly believe that we need to put our customers first, and our excellent Trustpilot score proves us right. To deliver on that promise we rely on a dynamic team of students from Germany, the Netherlands, France and Canada.

Now we’re looking for a new Support Operations Manager with a passion for operational efficiency and a hands-on mentality to join us on that mission. As the link between the support team and management, you will ensure our support team is trained and motivated to realize our 100% happiness guarantee. 

Full-time · Amsterdam

Who are we?

Founded in 2012 by two ambitious students in Tilburg (the Netherlands), Scribbr started as a Proofreading & Editing company with only one editor. Today, our team of more than 800 editors, citation and layout experts worldwide provides proofreading and editing in 10 different languages to help students achieve their academic goals.

Combining years of experience in academic writing with technical know-how, we have successfully expanded our service portfolio by electronic tools like the Plagiarism Checker, Citation Generator, Citation Checker and a public Knowledge Base, which is used by millions of students and educators every year.

We’re proud to be a trusted brand in EdTech and continue to strive to make students 100% happy.


About the job

In this role, you will be the link between the Head of Customer Operations and the support team. Together with our Customer Happiness Specialist, you’ll not only oversee daily support operations, but you’ll also ensure that the support team is fully staffed and trained to provide great customer care 24/7. You will ...

  1. Train the support team on the job by answering their questions ad-hoc, conducting monthly assessments to help them improve their performance and organizing the bi-annual support workshop. 

  2. Ensure that the support team enjoys their job by taking their feedback into account, informing them about updates and changes, and of course providing a fair shift planning every month.
  3. Monitor the availability of our proofreading services and evaluate the Expert availability in order to decide whether our services can stay online.
  4. Recruit, hire and onboard new German-speaking support. You will be responsible for a successful onboarding from the first screening call with an applicant to the evaluation talk after their trial month.
  5. Monitor incoming reviews and complaints from German-speaking customers. You will advise the support team how to react to those on the spot and take on the critical cases yourself to guarantee 100% customer happiness.

Managing these diverse responsibilities will enable you to analyze support workflows and areas of improvement to make our customer experience even better. You’ll define quarterly goals by taking into account feedback from students and support as well as your own research and make them happen!

Impact and growth

Your work will have a direct impact on the quality of our support and customer satisfaction; Ensuring that customers have a good experience and decide to leave positive reviews ultimately makes this role crucial for the success of our business.

Over time, you’ll get to know multiple areas of the business (operations, finance, quality management) and learn how to form and train a dynamic team. This will allow you to pursue a self-designed growth path in Operations, e.g. becoming the next Support Team Lead or taking on Business Development projects.

Meet the team

Victoria

Head of Customer Operations

Lysanne

Customer Happiness Specialist

Bas

CEO/Co-Founder

Jainaba

German support

About you

  • Bachelor degree or higher.
  • At least 1 year of professional experience. Experience in customer service or operational jobs is an advantage.
  • Refined communication skills in German (native speaker) and English. Other languages are a plus. Proper grammar is an absolute must!
  • Tech-savvy and generally interested in the tech industry. You’ll get to know our inhouse developed CRM program, but experience with Asana, Slack, Google Suite would be a plus.
  • An analytical and strategic mindset and an eye for detail to resolve complex problems.
  • A strong sense of responsibility and a “getting things done” attitude.
  • The ability to juggle different tasks at the same time and to change priorities if needed.

What do we have to offer?

  • A challenging, dynamic job with room to grow and mentors to guide you.
  • The chance to be a part of one of the fastest growing startups in the Netherlands.
  • An office with a view in the heart of Amsterdam with the option to work from home.
  • A fun, informal atmosphere and flexible work options.
And plenty of other perks ...

Do you want to join our team as our new Support Operations Manager? Then we'd love to hear about you!