Support Operations Manager (m/f/x)

Permanent employee, Full-time · Romania - Remote, Timisoara

WE ARE SEARCHING FOR YOU!

Got big plans? Great. So do we. We are always interested in meeting competent team players.

Then apply and join our team as a Support Operations Manager (m/f/x) full-time.

PlentyONE GmbH promotes equal opportunity and diversity in the workplace and encourages all qualified individuals to apply, regardless of gender, age, origin, religion, sexual orientation or disability.

Your mission

Process & Workflow Optimization: Design, document, and continuously refine all internal support workflows, including ticket handling, escalation paths, and incident management, to maximize efficiency and effectiveness.
Tools & Systems Management: Own and administer our complete support tech stack (e.g., Zendesk, Intercom, telephony systems, QA software). You'll ensure our tools are configured optimally and our team is fully trained to leverage them.
Data & Performance Analytics: Define and monitor all key support metrics (e.g., First Response Time, CSAT, First Contact Resolution). You will build and maintain dashboards to track performance and deliver actionable insights to leadership.
Workforce Management: Develop and manage forecasting models for support volume, plan staffing levels, and create agent schedules to ensure we consistently meet our Service Level Agreements (SLAs).
Quality Assurance & Enablement: Establish and oversee a robust Quality Assurance (QA) program to monitor and improve the quality of support interactions. You'll collaborate with team leads to identify training needs and support the onboarding of new agents.
Cross-Functional Collaboration: Partner with other departments, including Product, Engineering, and a broader CX team, to provide feedback and data that will help improve the overall customer experience.
AI Strategy & Implementation: Lead the charge in identifying, evaluating, and implementing AI tools within our support ecosystem. This includes deploying chatbots for deflection, agent-assist tools for real-time guidance, and AI for intelligent ticket routing and sentiment analysis.

Your profile

Proven Experience: 3+ years in Support Operations, Help Desk Management, or a similar operational role.
Analytical Mindset: You are a data fanatic with strong analytical skills and a proven ability to use metrics to drive decisions and tell a compelling story.
Process-Oriented: You have a natural talent for building efficient, scalable processes and are meticulous about documentation.
Tech-Savvy: You have deep, hands-on experience administering help desk software (e.g., Zendesk, Salesforce Service Cloud, Intercom) and related support tools.
Problem Solver: You excel at identifying operational bottlenecks and implementing effective solutions.
Excellent Communicator: You can clearly communicate complex operational and data-related concepts to stakeholders at all levels.

Benefits

Your voice counts! Your ideas for the success of plentysystems and our support to take care of you personally

We remote together - we stand for a digital thinking, working and decision-making solution. It means the freedom to work from anywhere in Germany and Romania.
Work-life balance & a headquarters in Kassel, Berlin and Timisoara.
Up to date: work with the latest hardware and technology.
Always better: further training budget and a wide range of workshops.
RO: Well provided for: 7 card Gym subscription, Pluxee card for meal tickets, Private medical insurance.
DE:Well provided for: extensive social benefits, e.g. childcare subsidy, Edenred credit card, company pension scheme, anniversary bonus
DE:Get mobile with us: "Deutschland Ticket" for public transport and bike leasing
Team events and legendary plenty parties.

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About us

The PlentyONE GmbH is an innovative software company and the developer of the leading e-commerce ERP, PlentyONE. For 20 years, the company has empowered brands, manufacturers and retailers in expanding their reach, scaling their e-commerce business efficiently by enabling them to quickly connect to more than 150 marketplaces. PlentyONE automates and connects processes across the full depth and breadth of the e-commerce value chain to drive effective multichannel commerce. This enhances customers' digital sales strategies. Approximately one in ten euros in German online trade is generated via the platform. For more information, visit www.plentyone.com.

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Your application

We appreciate your interest in our company. Please fill in the following short form. Should you have any difficulties in uploading your files, please contact us by mail at jobs@plentyone.com.