ClearOps GmbH

Role Description As a Senior Customer Support Manager at ClearOps, you will play a key role in delivering exceptional support experiences to our customers worldwide. You will act as a trusted technical expert, owning complex support cases, improving internal processes, and helping shape the future of our customer support organization. You thrive in dynamic startup environments, enjoy solving technical problems, and care deeply about creating a best-in-class customer experience. Key Responsibilities - Take ownership of complex customer inquiries and technical support cases - Provide high-quality support across multiple communication channels - Troubleshoot technical issues and collaborate closely with Product and Engineering teams - Identify recurring customer pain points and proactively suggest improvements - Support the optimization of support processes, workflows, and documentation - Contribute to the expansion and maintenance of the internal and external knowledge base - Analyze support trends and customer feedback to improve product experience - Act as a sparring partner for junior support colleagues and share best practices - Ensure fast, reliable, and customer-centric communication Qualifications - 4+ years of experience in technical customer support, customer operations, or a similar SaaS environment - Strong technical mindset with the ability to understand complex systems and workflows - Excellent communication skills in English (C1 level) - Strong problem-solving and organizational skills - Experience working with support and ticketing systems such as Zendesk, Jira, or Salesforce - Ability to work independently and manage priorities in a fast-paced startup environment - Customer-first mentality with a proactive and solution-oriented mindset - Experience with SaaS products, APIs, SQL, or databases is a strong plus - Familiarity with supply chain, aftersales, or manufacturing environments is beneficial Benefits - Flat hierarchies and experienced leaders provide an ideal environment for you to grow and advance your career alongside the company. - Play a key role in shaping our customer support structure and processes as we continue to scale internationally. - Regular 1:1s with your manager and structured quarterly feedback sessions foster transparent communication. - Joint team events, such as Culture Week. - Combine vacation and work and work from wherever you want. Company Description At ClearOps, we keep the world of machinery moving by transforming the entire service supply chain of machine manufacturers into a seamless data ecosystem. Our platform connects manufacturers, dealers, and machines to predict the demand for parts and services in ways never seen before, ensuring that machinery never stops working. As a young, ambitious team of 50+ experts spread across Munich, Lisbon, San José, and Atlanta, we're passionate about personal growth and professional impact.