Customer Care Manager

HERO Software

. Serve as the first and key point of contact for customers .

Posted 10/10/2026full-timeRemote • GermanyMid-LevelSenior💰 €37,000 - €48,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Care with a strong focus on delivering positive service experiences and effective problem resolution. Proficient in managing customer inquiries across multiple channels while maintaining high standards of documentation and communication.

Highest-signal resume keywords

Customer Care ExperienceSaaS Environment FamiliarityVerbal And Written Communication SkillsActive Listening SkillsBusiness-Fluent German

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Empathetic CommunicationSolution-Oriented ApproachAbility To PrioritizeCalm Conduct Under PressureTeam Collaboration

Tools & Technologies

Modern Tool EnvironmentsAI Tools

Industry Keywords

B2B EnvironmentCustomer-Facing RoleDocumentationKnowledge SharingCustomer Inquiry Analysis

About the role

Key responsibilities & impact

Serve as the first and key point of contact for customers
Ensure a reliable, positive, and solution-oriented service experience
Support customers across multiple channels
Systematically analyze inquiries and develop a thorough understanding of software and processes
Find clear and sustainable solutions for complex cases
Accurately document, escalate, and follow up on customer inquiries
Work closely with internal teams
Maintain internal and external knowledge resources
Identify recurring patterns and share feedback
Contribute to projects and special assignments aimed at continuously improving Customer Care processes
Proactively share knowledge within the team

Requirements

What you’ll need

Experience in Customer Care or a comparable customer-facing role
Experience in a SaaS or B2B environment is a plus
Clear, empathetic, and confident verbal and written communication skills
Active listening skills and an appropriate tone when handling challenging situations
Independent, structured, and solution-oriented approach to work
Ability to gain an in-depth understanding of topics and resolve problems thoroughly
Ability to maintain an overview and prioritize effectively during periods of high workload
Confidently switch between live conversations and written case handling
Strong commitment to quality and accurate documentation
Calm, professional, and de-escalating conduct during challenging conversations
Familiarity with modern tool and system environments
Open and pragmatic approach to AI tools
Team player with a willingness to share knowledge and take ownership
Business-fluent German, both written and spoken

Benefits

Comp & perks

Flexible working hours and location-independent remote work
Germany Ticket subsidized by €29
30 vacation days (including December 24 and December 31)
Additional paid days off for weddings, moving, and the birth of a child
One Volunteering Day for a social project
JobRad bicycle leasing program
Sports benefits through Hansefit or EGYM Wellpass
Access to the Bloom mental health platform
Additional company health insurance with Allianz
Monthly professional shoulder and neck massages at the Hanover office
Annual professional development budget currently set at €800 for courses, books, or coaching
Regular feedback and development discussions
HERO career plan supporting internal growth
Summer and holiday parties
Regular team events
Annual co-workations within the EU