Customer Support Manager

Role Overview

• You are the first touchpoint in Customer Support for our users (employees of our corporate clients) and caregivers—always friendly, solution-oriented and reliable.
• User support: point of contact for operational questions via email, in-app chat, WhatsApp or phone
• Assist users in finding care options (e.g., childcare, eldercare or pet care)
• Support users with any operational, technical or content-related questions
• Help users find the right offers for their specific needs
• Provide support via email, in-app chat, WhatsApp or phone
• Caregiver support: qualitative verification/quality vetting of our caregivers
• Point of contact for caregivers for operational questions via email, in-app chat, WhatsApp or phone
• Recruiting new caregivers
• Organize corporate events: planning childcare and holiday programs for corporate clients
• Analysis & continuous improvement: evaluate user feedback and derive concrete optimization suggestions for our product team
• Optimize our processes
• Develop and scale Customer Support in our DACH markets and beyond

Requirements

• Several years of professional experience in Customer Support
• Hands-on mentality, strong organizational skills and an eye for detail
• Excellent communication skills and empathy—both written and verbal
• Independent, structured and solution-oriented working style, especially under pressure
• Confident use of digital tools and support systems
• Proven experience in a dynamic, agile environment (e.g., startup)
• German at native speaker level, good English skills; French and/or additional languages are a plus
• Initial experience in recruiting is an advantage

Benefits

• Use our heycare app yourself (e.g., access to our extensive mental health offerings)
• Work from our Munich office in the Werksviertel or fully remote within Germany (FYI: the Customer Happiness team works remotely)
• Access to Wellpass
• Three team events per year—for genuine team spirit
• Use our learning & development budget to grow your skills
• Real impact! Help us make the world a little better and make work–life integration easier and more natural