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Customer Support Manager (m/f/d) - Freelance basis (Hybrid)

ENYRING GmbH
Berlin

Direkt bewerben

Details zur Stelle

Teilzeit
70 € – 95 € pro Stunde

Vollständige Stellenbeschreibung

Intro

As ENYRING prepares for its Berlin pilot and Proof of Concept (PoC), we are looking for an experienced Customer Experience & Support Manager to build and operationalize our customer support function.

This is a hands-on role where you'll design processes, implement tools, and prepare ENYRING for successful customer support during our pilot and beyond.

This position is offered on a freelance basis of 12 weeks (2-3 days/week), with the possibility of extension depending on business needs.

You'll own the setup and operational readiness of ENYRING's customer support function, ensuring we're ready to support customers during our Berlin pilot and translating learnings into scalable processes for future growth.

What You'll Do

Customer Support Setup & Rollout

Build and execute the customer support implementation roadmap
Coordinate cross-functional stakeholders to ensure operational readiness
Monitor milestones, dependencies, and project progress
Drive customer support rollout for the Berlin PoC

Customer Support Operations

Configure and optimize Odoo (and/or HubSpot Service Hub)
Design ticket categories, routing logic, inbox structures, and workflows
Support setup across email, phone, chat, and self-service channels
Build scalable operational processes for future growth

Knowledge Base & Customer Experience

Develop FAQ and Help Center content
Create customer support documentation and internal knowledge materials
Design chatbot content and automation workflows where appropriate
Ensure customer journeys remain simple and intuitive

Process Design

Design customer support workflows from first contact to resolution
Define escalation paths and operational procedures
Create templates and standard operating procedures (SOPs)
Collaborate with internal stakeholders to ensure compliance and operational excellence

What You'll Bring

Required

2 -3 years of experience building or improving Customer Support or Customer Success operations
Experience implementing support platforms such as HubSpot Service Hub (or similar CRM/support tools)
Strong understanding of customer service processes, ticketing systems, and support operations
Experience creating knowledge bases, FAQs, playbooks, and customer support documentation
Project coordination and stakeholder management skills
Experience working in startup or fast-changing environments
Professional proficiency in German and English

Nice to Have

Experience within mobility, eMobility, subscription services, retail, or after-sales environments
Experience onboarding external customer support providers (BPO)
Familiarity with chatbot implementation and customer support automation
Experience working with GDPR-sensitive customer support processes
Customer Experience (CX) certifications or similar

Mindset

Hands-on and delivery-focused
Comfortable building processes from scratch
Strong ownership mentality
Good communicator across technical and non-technical stakeholders
Comfortable navigating ambiguity in a startup environment

What You'll Get

A competitive hourly rate ranging from €70 to €95, depending on your experience and skill set
A collaborative environment where teamwork is at the heart of how we work
A truly international and diverse team
A modern workspace in Berlin Mitte within a collaborative coworking environment
The opportunity to experience the products we build

About us

ENYRING GmbH, a new technology company founded by Yamaha Motor Corporation Ltd., offers swappable batteries for eBikes on a subscription basis to individuals and companies. Together with European partners, ENYRING is creating a closed loop in which recycled materials are used to manufacture new products. This new initiative promotes a sustainable, recycling-oriented society and reduces time and financial stress for users of electric bicycles.

Even if you don't meet all the criteria listed in the job description, we'd still love to hear from you, you might bring other strengths that are a great fit for our team.

Direkt bewerben

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