Key Facts

Remote From:

Germany

Full time

Mid-level (2-5 years)

German, English

Hard Skills

Other Skills

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Forecasting
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Metric System
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Systems Thinking
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Communication
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Adaptability
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Critical Thinking
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Analytical Thinking

Roles & Responsibilities

2-4 years in SaaS or tech with hands-on experience in Customer Support or Customer Operations
Experience with ticketing systems (Zendesk preferred) and knowledge bases (Confluence)
Practical dashboard-building experience and solid understanding of key Customer Operations metrics (volume, SLA, backlog, CSAT)
Clear documentation and communication skills, able to work with technical and non-technical stakeholders

Requirements:

Drive operational analytics by identifying trends, root causes, and measuring the impact of key initiatives (e.g., AI rollouts, workflow changes), including the development of forecasting and predictive models based on real data and project plans
Design, build, and maintain dashboards and reports that are clear, actionable, and tailored to different roles
Maintain ticketing taxonomies, data structures, and system configurations to ensure data quality and governance
Translate operational questions into measurable hypotheses and actionable insights

Sport Alliance GmbH

Information Technology & Services

About Sport Alliance GmbH

LEADING THE EVOLUTION OF FITNESS We make it easier for people to access sport by digitalizing the fitness industry. As the market leader in Germany, we rely on the state-of-the-art technologies and methods to create a cloud-based platform that can map all relevant business processes from independent gyms to international chains. Building on this, we have created a unique ecosystem of innovative products and services in the areas of ERP solutions, fintech, mobile apps and lead generation. The Sport Alliance group consists of Magicline, Finion, and MySports. Our offices in Hamburg and Kraków are located in the heart of the city centre. Around 300 colleagues are working on new ideas and solutions to lead the industry into the future.

Company type: SME

Industry: Information Technology & Services

Founded: 2018

Company size: 201 - 500

Website LinkedIn See all jobs →

Job description

Ready to turn operational data into decisions that make a real impact in the FitTech industry? Join a team that values your insights, gives you ownership, and empowers you to shape Customer Operations with clear, actionable intelligence.

Your position in our team

Drive operational analytics by identifying trends, root causes, and measuring the impact of key initiatives (e.g., AI rollouts, workflow changes), including the development of forecasting and predictive models based on real data and project plans.

Design, build, and maintain dashboards and reports that are clear, actionable, and tailored to different roles.

Maintain ticketing taxonomies, data structures, and system configurations to ensure data quality and governance.

Translate operational questions into measurable hypotheses and actionable insights.

Extract knowledge from stakeholders and convert it into SOPs, workflows, and data-driven recommendations.

Continuously monitor operational metrics and support decision-making with structured, reliable data

Your profile

2–4 years in SaaS or tech, hands-on in Customer Support or Customer Operations

Experience with ticketing systems (Zendesk preferred) and knowledge bases (Confluence)

Strong analytical thinking and systems mindset to detect inconsistencies and simplify complex workflows

Practical dashboard building experience and solid understanding of key Customer Operations metrics (volume, SLA, backlog, CSAT)

Clear documentation and communication skills, able to work with technical and non-technical stakeholders

Comfortable questioning unclear definitions, taking ownership of metrics, and tolerating iterative improvement processes

Fluent English (C1–C2) is required

Nice to have:

Zendesk Explore or admin experience

Basic SQL knowledge

API handling

BI tools: Power BI, Tableau, Looker

Automation or AI-related metrics experience

Data validation and consistency checks

German language (B1–C2)

Your benefits with us

30 Days Annual Leave Enjoy 30 days of paid annual leave to rest, recharge, and balance your work and personal life.

Move Republic Program Earn points for being active and exchange them for vouchers.

Personal Trainer Support Get expert advice on nutrition, training plans, and wellness through consultations and group classes with our professional coach team.

On-site Gym in Hamburg Stay active with access to our fully equipped company gym, available exclusively for our employees.

Access to Udemy Take unlimited courses to develop your skills and knowledge, both professionally and personally, at your own pace. Deutschland-

Ticket Subsidy Commute affordably – we cover part of your ticket cost.

Flexible Working Hours Adjust your schedule to fit your lifestyle.

Employee Discounts Access top deals in Germany and Austria via our benefits portal.

Ready to apply?

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