Customer Support Manager

Customer Support Manager  {English + German} 

About komoot

Komoot is an app that lets you find, plan, and share adventures with its easy route planner. Driven by a love for nature and powered by the outdoor community’s recommendations, komoot helps you explore more of the great outdoors—wherever and however you want. And we're good at it. Google and Apple have listed us as one of their Apps of the Year numerous times. Today, with over 40 million users and 300,000 five-star reviews, we’re well on our way to becoming the most popular app for finding, planning, and sharing adventures worldwide. 

Join our remote-working team and start your adventure with komoot.

About the role

Do you enjoy guiding users to the right solutions? Does solving tricky problems feel rewarding? Have people told you that you can explain things clearly both in person and in writing? If so, we’d love to hear from you.

We’re looking for an exceptional Customer Support Manager to join Chris and the dedicated support team. In this role, you’ll work directly with our users, helping them solve their technical issues, answer their questions, and make the most of our product. As the first point of contact for many of our users, you’ll ensure they have an exceptional support experience and get what they need to enjoy smoother, seamless outdoor adventures.

User happiness and satisfaction have always been central to our mission, and together with the team, you’ll play a crucial role in shaping our reputation and building great customer relationships 

Ready for your next adventure?

What you will do

• Support our users via email as well as answer their questions on all channels (tickets, forums, social media, store reviews, etc).
• As the first point of contact, take ownership of customer inquiries and drive each issue toward a swift and effective resolution.
• Manage cases from start to finish, from initial report and reproduction to writing bug reports and achieving resolution.
• Handle technically complex and escalated cases.
• Work with developers and QA to find and solve critical bugs in the wild.
• Effectively collaborate and communicate with team members on tasks such as clearing ticket backlogs as they come up.
• Assist with managing projects and processes that aim to improve how we support our customers.

Curious about how we work? 

• Core Communication time between 10 am - 3 pm (Berlin Time). We know people have different lifestyles, which is why we have flexible working hours with core time for synchronous interaction. You can organize your workday in the way that best suits you, your family, and your needs.
• We work on a project basis in cross-functional teams to ensure that we collaborate on our goals, move forward smoothly with open lines of communication, and achieve results as a team.
• Every Monday morning, we have a whole-company presentation where you hear about projects across the business, inspire each other, and share great work.  
• We connect in person at three whole-company gatherings each year in beautiful locations. You can check out this playlist to find out more about how we stay close while being remote.
• We use tools like Trello, Slack, Miro, Zoom, and Google Drive on a daily basis to stay connected, collaborate easily, and manage projects.  

Dive a little deeper and learn…

• More about how we work here: How We Work
• More about our recruitment process and FAQs here: FAQs

We support diversity and inclusivity and welcome all prospective applicants. We have an ongoing recruitment process (no deadlines) – if this role is online, it means it’s still open!

Requirements

You’ll be successful in this position if you

• Are excited to join a customer support team for the long run to make an impact on how people experience the outdoors.
• Have outstanding communication skills in German and English. Additional languages (e.g. Dutch, Italian, Spanish) are welcome.
• Are open to flexible scheduling, including occasional weekend support.
• Have 2+ years experience working in online or tech support, and you love it.  
• Have a sharp eye for identifying and reporting technical bugs, with proven experience in troubleshooting and guiding customers through resolving issues effectively.
• Have experience working on improving support processes and documentation.
• Can explain complex technical topics to both colleagues and customers with a range of technical expertise.
• Are highly self-driven, responsible, well-organized, and able to handle competing priorities.
• Are positive, curious about our users’ needs, and keen to improve their experience.
• Have an interest in how AI could enhance support processes and customer experiences.
• Have a passion for outdoor sports, mobile apps, wearables, or bike computers.

Benefits

Why you will love it

• Your work will contribute to helping millions of people enjoy lovely outdoor experiences.
• We’ve been a remote-working company since 2017, meaning: We are remote by default, have frameworks and systems in place, and know how to do it well.
• You’ll become an essential part of our diverse and international team, with colleagues based in 19+ countries across Europe.
• You can work from wherever you want, be it a beach, the mountains, your house, or anywhere else that lies in any time zone between UTC-1 and UTC+3.
• 38 paid days off (inclusive public holidays) – you are free to take those days whenever it suits you, including a well-deserved winter holiday break.
• We love seeing people grow. That's why each team member gets €2,000 and 3 additional days to spend on professional development each year. Classes, conferences, books – your choice!
• Costs covered for your co-working space membership or your work-from-home office setup and the latest devices and equipment to do your best work.