Supervisor Customer Support

About us

Porsche eBike Performance GmbH develops and produces pioneering drive systems under two brands at the company's location in Ottobrunn near Munich: compact lightweights from FAZUA for agile e-bikes that create an exceptionally natural riding experience, and in future also particularly powerful drive systems under the Porsche brand name. FAZUA is a young, ambitious brand that turned the bicycle industry on its head in 2017 with a completely new, innovative drive system for lightweight, agile (and good-looking) e-bikes. We have been part of Porsche eBike Performance GmbH since July 2022. Our diverse, open, progressive (and fun) team is looking forward to new inspiring talents who want to shape the future of e-bike technology and establish a new bike culture with us.

Your Tasks

• As Supervisor Customer Support, you will be responsible for a team of >10 customer service experts and thus play a fundamental role in establishing a premium service strategy. You will report to the Team Lead Technical Support
• You are responsible for conducting regular employee appraisals to evaluate and promote individual performance and development
• You are also responsible for the improvement and implementation of best practices as well as the continuous optimisation of support processes
• You optimise workflow management based on ticket volume and are responsible for monitoring key figures and deriving measures
• You monitor the service quality of our employees in daily business through ‘silent listening’ but also in written form and carry out training and make a significant contribution to the development and implementation of training programmes for the continuous skill and knowledge development of the team
• You will also develop communication templates for the daily business of our technical agents
• Together with the partner managers, you will also manage the quality of our service partners in order to deliver a globally standardised service quality

Your Profile

• You have a master's degree in economics or have equivalent professional experience
• Ideally, you have at least five years of professional experience in customer service and have already gained initial experience in a managerial role
• You have an in-depth understanding of customer service processes and have sound expertise in relevant systems and applications
• You are enthusiastic about processes, have strong analytical skills and are able to derive measures from them and implement them sustainably
• You have a basic technical understanding
• You are customer-orientated and a team player
• You are a communication professional at various levels with very good German and English skills

Your Benefits

• We are a diverse and international team of creative minds, passionate bike nerds, and progressive thinkers
• You will see your ideas taking shape quickly: bring in your thoughts, challenge the status quo and see innovations being implemented soon
• We offer a hybrid working model depending on the position.
• You will find everything you need to work at our company headquarters in Ottobrunn just outside Munich: beautiful rooms, fully equipped kitchens, a huge terrace - and of course the best colleagues
• Our location in the jaw-dropping Bavarian landscape offers a fantastic surrounding for rides. Take the chance to lease your dream bike on JobRad or simply grab one of our test bikes if available
• We try to live sustainability in everything we do – instead of just talking about it
• We are supportive of further education and foster ambitions of growth within the company
• We believe in regeneration and agility. Therefore, we offer 30 days of vacation for you to fuel up and find new inspiration

Your Application

Do you want to become part of the Porsche eBike Performance team? Please upload your CV and a short motivation letter including your availability and salary expectation.