Customer Support Manager (m/w/d)
About this role
Superchat is hiring a Customer Support Manager to be a primary contact for customers, drive excellent live-chat and ticket-based support, and feed customer insights back into Product and Engineering. This role sits at the intersection of operations and product improvement, helping scale a customer-first experience through hands-on problem solving and process optimization.
What youll do
- Serve as a central contact for customers in the live chat and via support tickets, resolving issues quickly and pragmatically.
- Start each day with the team daily check-in and take over live-chat coverage from 10:00 onward.
- Triage and escalate complex technical cases to Product and Engineering while coordinating follow-ups.
- Collaborate with Customer Success and Sales on onboarding-related support and handovers.
- Support customers across diverse industries to ensure smooth and successful use of Superchat.
- Drive continuous improvement of support processes together with Sales, Product, and Success teams.
- Identify patterns in customer feedback and help prioritize product improvements with the product team.
- Contribute to the development and refinement of Superchat’s AI-powered support bot to improve scalability.
- Share knowledge, mentor teammates, and participate in cross-functional troubleshooting and escalation workflows.
What Superchat is looking for
- Fluency in German (Fließend Deutsch) and strong customer communication skills.
- Customer-first mindset with demonstrated ownership and a drive to solve problems rather than just manage tickets.
- Calm under pressure with the ability to prioritize work and communicate clearly during high-volume periods.
- Collaborative, cross-functional working style with experience coordinating with Product, Engineering, Sales, or Customer Success.
- Product-minded and analytical: able to surface patterns in feedback and propose improvements.
- Tech-curious and hands-on, willing to learn technical details and test solutions directly.
Company at a glance
Berlin-based Superchat, founded in 2020, serves 10,000+ businesses and handles messages; it started as a unified inbox for WhatsApp, email, SMS, and Instagram, and now uses AI agents across chat, email, and voice. Profitable, 100-strong, backed by €18m.
Top Benefits
- Choose between an Urban Sports Club/John Reed membership or a public transport/Dance subscription
- Annual personal development budget of €500 for conferences, courses, books, career coaching, and more
Culture & values
In the Superchat Sales Team, we build strong relationships and create sustainable success.
We're building a community, not just a company.
We want to build an environment where people genuinely enjoy spending time together - whether that's through HYROX training, golfing, beer pong tournaments, running clubs, Warhammer, weekend activities, or whatever kind of community you'd like to help build here.
Direct feedback culture. Transparent, respectful, and candid communication across all levels of the organization.
An inclusive and ambitious startup culture that enables fast professional and personal growth.
At Superchat, we welcome diverse perspectives and rigorous thinkers.
Beautiful office in the heart of Berlin (Prenzlauer Allee 242) with free snacks, drinks, and top-notch equipment.
Mission that matters. Real impact
Executive-level ownership. A rare mandate to shape and unify the entire revenue organization during a defining growth phase
We are looking for people with passion, grit, and integrity.
Regular company and team events
Know someone who'd be great for this?
