Customer Support Manager

About BringLiesel

BringLiesel is a forward-thinking company dedicated to delivering personalized supplies for people in need of care. Since 2016, we have pioneered digital solutions with a unique shopping platform and an efficient logistics center, providing over 1,200 daily essentials directly to care facilities. Each order is resident-specific, individually packaged, and smartly billed. Over 2,300 facilities serving more than 80,000 care-dependent individuals rely on our solution, helping them maintain autonomy and quality of life.

Your Role and Impact

During this dynamic phase of growth, you will take charge of the entire customer support function at BringLiesel. Your role requires a thorough understanding of daily operations combined with strategic foresight to reshape customer support. You won’t merely manage existing channels but will actively innovate and develop the support infrastructure. Key responsibilities include:

• Managing all support channels such as phone, chat within our shop, and email—handling everything from complaints to assistance with orders.
• Leading the strategic evolution of support by developing self-service options, building a knowledge base/FAQ, and implementing automation like chatbots for repeat inquiries.
• Defining and enforcing service standards and key performance indicators (KPIs) including response times, resolution rates, and customer satisfaction levels.
• Collaborating closely with Key Account Management, Customer Success, sales assistants, and product/tech teams to address technical issues and improve service quality.
• Establishing and growing a small support team after automations and processes are established.
• Representing the customer perspective internally to ensure customer-focus is embedded across teams.

Candidate Profile

• Proven experience in customer service or support with prior responsibility for processes or a small team.
• A proactive, hands-on approach with the capability to think both strategically and operationally, eager to build systems from scratch in a fast-paced setting.
• Good technological literacy, comfortable using modern support tools such as HubSpot, and preferably experienced with automation, chat, or self-service platforms.
• Excellent communication skills in both written and spoken German, with the empathy required to engage sensitively within the care environment.

What We Offer

• A meaningful role providing real social impact alongside our customers, with an outstanding NPS score above 60.
• The unique opportunity to shape and influence the customer support function from its inception.
• Ample creative freedom and promising growth opportunities within a rapidly expanding company.
• A warm, driven team based in Lübeck with open communication and a culture of transparency.
• Financially independent company fully dedicated to its vision.
• Flexible and structured working hours to maintain a healthy work-life balance.
• Additional benefits to be discussed personally.

Additional Information

We encourage candidates who may not meet every requirement perfectly but are eager to grow and develop with us to apply. We believe in mutual growth and look forward to being convinced by your candidacy.