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Customer Operations Manager – B2B SaaS, Technical Customer Success
ParkEfficient GmbH. Handle complex technical and functional customer inquiries in 2nd-level support .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong technical understanding and practical experience in analyzing and resolving complex software issues within a B2B SaaS environment. Capable of optimizing support processes and enhancing customer satisfaction through effective communication and structured problem-solving.
Highest-signal resume keywords
2Nd-Level Support ExperienceComplex Software Issue ResolutionSaaS Platform ExpertiseRoot-Cause AnalysisGerman Language Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Customer SuccessApplication SupportTroubleshootingAPI-Based IntegrationsTicket ManagementSupport ProcessesTechnical EscalationsSoftware Configuration AnalysisDefect AnalysisWorkflow Optimization
Soft Skills
Customer InteractionClear CommunicationInitiativeResponsibilityTeam Collaboration
Tools & Technologies
HubSpotJiraConfluence
Industry Keywords
B2B SaaSCustomer OperationsTechnical SupportProblem ManagementCustomer Success
About the role
Key responsibilities & impact- Handle complex technical and functional customer inquiries in 2nd-level support
- Analyze software defects, unexpected system behavior, and technical issues
- Reproduce errors, isolate root causes, and develop solutions or workarounds
- Distinguish between user errors, configuration issues, and software bugs
- Coordinate technical escalations with the development team
- Prepare structured defect descriptions and support cases through to successful resolution
- Support the support team with challenging cases and share technical knowledge
- Support existing customers with complex configurations and individual requirements
- Ensure the structured handover of new customers into ongoing support
- Collaborate with Customer Success to enable proactive customer support
- Further develop 2nd-level support and Customer Operations processes
- Establish responsibilities, ticketing and escalation processes, and problem management
- Analyze recurring support cases and derive sustainable improvements
- Expand the knowledge base, technical documentation, and self-service resources
- Optimize workflows and internal tools, particularly HubSpot, Jira, and Confluence
- Contribute to building a professional and scalable Customer Operations structure
- Support the professional development of Support and Customer Success team members
- Develop standards for service quality, customer satisfaction, and efficient operations
Requirements
What you’ll need- Several years of professional experience in a technically demanding B2B SaaS environment, ideally in 2nd-level support, Technical Customer Success, Application Support, or Customer Operations
- Strong technical understanding and practical experience analyzing and resolving complex software issues
- Structured and analytical approach to troubleshooting, root-cause analysis, and technical escalations
- Experience with SaaS platforms, complex software configurations, and ideally technical interfaces or API-based integrations
- Experience with ticket management, support processes, and collaboration with software development teams
- Enjoyment of direct customer interaction and the ability to explain complex technical concepts clearly
- Initiative and a strong sense of responsibility
- Very good German and good English skills
- CV/resume, cover letter, and employment references as part of the application
Benefits
Comp & perks- Permanent employment contract
- Six-month probationary period
- 40-hour workweek
- 30 days of annual leave
- Responsibility and scope to shape processes
- Technically challenging responsibilities
- Close collaboration with Customer Success, Project Management, Software Development, and executive management
- Career development opportunities, including the possibility of taking on additional technical or personnel management responsibilities
- Short decision-making paths
- Work with renowned B2B customers
- Introductory call via Microsoft Teams