About the Role:

We are hiring a Supervisor of Support Services to accomplish department objectives by supervising staff and organizing and monitoring work processes. The incumbent maintains staff by recruiting, selecting, orienting, and training employees and developing personal growth opportunities, and accomplishes staff job results by coaching, counseling, and disciplining employees.

Responsibilities:

• Ensure professional and courteous customer support services.
• Promote a productive and positive experience with customers to ensure high quality support.
• Handle escalated customer service issues as needed.
• Control costs by managing staffing levels, adjusting as volume dictates.
• Monitor call quality and customer satisfaction metrics to improve service levels and assess training needs.
• Administer motivational programs including incentives and contests to drive performance.
• Oversee the development and maintenance of training and document resources for the team.
• Work across departments in support of the organization. First-Level Supervisor.
• Manage the activities of team members.
• Conduct interviews, hiring, and performance reviews.

Requirements:

• 4 plus years of experience with at least one year of leadership responsibility.
• Excellent communication and leadership, and relationship management skills.
• Exhibits strong functional area expertise.

We Offer:

• Extensive career and growth opportunities in a fast-growing technology and health care area
• The opportunity to work cross-functionally and closely with senior leadership, not only in the Berlin office but also with New York
• The ability to tap into our investor network (i.e. FirstMark / Google gradient / Project A) to consult with and learn from industry pioneers
• Competitive compensation package
• Amazing culture
• Personal education budget
• Monthly budget for team events (team building, lunches, happy hours...)
• Generous vacation policy
• Remote work opportunities

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