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Customer Support Manager (m/f/d) - Limited contract

Berlin (On-site)
Full-time
Fixed-term
40,000 - 55,000 € per year

Intro

As ENYRING prepares for its Berlin pilot and Proof of Concept (PoC), we are looking for an experienced Customer Experience & Support Manager to build and operationalize our customer support function.

This is a hands-on role where you'll design processes, implement tools, and prepare ENYRING for successful customer support during our pilot and beyond.

This position is offered on a fixed-term contract of six months, with the possibility of extension depending on business needs.

You'll own the setup and operational readiness of ENYRING's customer support function, ensuring we're ready to support customers during our Berlin pilot and translating learnings into scalable processes for future growth.

What You'll Do

Customer Support Setup & Rollout

  • Build and execute the customer support implementation roadmap
  • Coordinate cross-functional stakeholders to ensure operational readiness
  • Monitor milestones, dependencies, and project progress
  • Drive customer support rollout for the Berlin PoC

Customer Support Operations

  • Configure and optimize Odoo (and/or HubSpot Service Hub)
  • Design ticket categories, routing logic, inbox structures, and workflows
  • Support setup across email, phone, chat, and self-service channels
  • Build scalable operational processes for future growth

Knowledge Base & Customer Experience

  • Develop FAQ and Help Center content
  • Create customer support documentation and internal knowledge materials
  • Design chatbot content and automation workflows where appropriate
  • Ensure customer journeys remain simple and intuitive

Process Design

  • Design customer support workflows from first contact to resolution
  • Define escalation paths and operational procedures
  • Create templates and standard operating procedures (SOPs)
  • Collaborate with internal stakeholders to ensure compliance and operational excellence

What You'll Bring

Required

  • 2 -3 years of experience building or improving Customer Support or Customer Success operations
  • Experience implementing support platforms such as HubSpot Service Hub (or similar CRM/support tools)
  • Strong understanding of customer service processes, ticketing systems, and support operations
  • Experience creating knowledge bases, FAQs, playbooks, and customer support documentation
  • Project coordination and stakeholder management skills
  • Experience working in startup or fast-changing environments
  • Professional proficiency in German and English

Nice to Have

  • Experience within mobility, eMobility, subscription services, retail, or after-sales environments
  • Experience onboarding external customer support providers (BPO)
  • Familiarity with chatbot implementation and customer support automation
  • Experience working with GDPR-sensitive customer support processes
  • Customer Experience (CX) certifications or similar

Mindset

  • Hands-on and delivery-focused
  • Comfortable building processes from scratch
  • Strong ownership mentality
  • Good communicator across technical and non-technical stakeholders
  • Comfortable navigating ambiguity in a startup environment

What You'll Get

  • A collaborative environment where teamwork is at the heart of how we work
  • A truly international and diverse team
  • A modern workspace in Berlin Mitte within a collaborative coworking environment, with flexible hybrid and and 20 days per year of remote work
  • 30 days of annual leave
  • A 50€ monthly mobility budget or Deutschland Ticket
  • A personal learning & development budget to support your growth
  • Regular team get-togethers and informal company events
  • The opportunity to experience the products we build
  • The chance to grow with a young and evolving company

About us

ENYRING GmbH, a new technology company founded by Yamaha Motor Corporation Ltd., offers swappable batteries for eBikes on a subscription basis to individuals and companies. Together with European partners, ENYRING is creating a closed loop in which recycled materials are used to manufacture new products. This new initiative promotes a sustainable, recycling-oriented society and reduces time and financial stress for users of electric bicycles.

Even if you don't meet all the criteria listed in the job description, we'd still love to hear from you, you might bring other strengths that are a great fit for our team.
Please note that this is an on-site position based in Berlin, and applicants are expected to already be located in Berlin or able to work on-site regularly. We are not a fully remote company.