Customer Support Operations Manager (f/m/d)

We open the door to a world of possibilities and give you the chance to set new standards with us. We are looking for people with enthusiasm for innovation, people who are passionate about what they do, forward thinkers, and doers. Is that you? Then our door is open for you.

We at Nuki are breaking new ground and are working on a completely keyless future. As one of the fastest-growing companies in Austria, we offer innovative products, a dynamic team of 140 employees, and more than 550,000 satisfied customers. We are pioneers in the Smart Home sector and are looking for people like you who are not satisfied with the status quo and are willing to take on responsibility quickly. We look forward to getting to know you!

As a Customer Support Operations Manager (f/m/d), you will play a central role within our Customer Support Agent team, collaborating closely with the Customer Support Lead. In this key position, you will be instrumental in delivering an exceptional service experience to our customers. You will make informed, goal-driven decisions when managing complex escalations and lead efforts to optimize processes efficiently and innovatively. Your dedication to quality will be crucial in shaping the support journey, and you will develop automation solutions to continuously enhance operational efficiency. Additionally, you will be responsible for carefully planning and monitoring workloads, ensuring seamless teamwork and collaboration. This will give you the chance to actively shape the future of Nuki.

• You take ownership of handling and resolving escalations and actively work on improving and documenting support processes to maintain high service standards.
• You effectively plan and monitor the team's workload and manage workflows.
• You identify automation opportunities and conduct performance analyses (e.g., using Zendesk Explore) to reduce support inquiries and strategically enhance our service processes.
• You make operational decisions on complex escalations and implement fast, and targeted resolutions.
• You collaborate closely with development teams and other departments, such as Operations, to continuously improve and optimize our products and services.
• You regularly suggest improvements to elevate service quality.

• You have at least 5 years of experience in technical customer support and have completed a higher technical education (Technical College, University, or similar) with a focus on hardware and software development.
• You have solution- and customer-oriented communication skills and proactively resolve challenging issues using your technical expertise.
• You are a data-driven problem solver with strong analytical skills and an agile mindset.
• You have a strategic outlook and are not afraid to drive progress and improve efficiency.
• You are fluent in German and English, both written and spoken.
• You have extensive experience with CRM and CMS systems, such as Zendesk, Confluence, MS Dynamics, or similar platforms.
• You bring experience in workforce and process management or as a tool specialist.
• You take ownership, focus on what is possible, and strive for continuous improvement.

• We offer you the opportunity to be part of a fast-growing, highly motivated team of talented professionals. With your ideas, you get to shape the future of keyless access.
• We support your personal and professional development. Take part in our internal Nuki Academy seminars and workshops, free Udemy online courses, or enroll in a class of your choice. To improve language skills we offer free German and English courses for all levels.
• Are you a sports enthusiast or freelancing on the side? We offer working time models that suit different lifestyles. In addition to an extensive flextime model, you can work from home up to three days per week.
• Are you a working parent? We understand your needs. That's why we offer not only flexible working models but also support you by subsidizing childcare costs.
• Do you want to work while exploring new places? At Nuki, we believe that inspiration knows no boundaries. That's why we offer you the option to take a workation for up to three weeks per year.
• Time with family and friends is important. That's why we give our employees off on December 24th and 31st. At Nuki you get to enjoy a total of 26 vacation days per year.
• When it comes to hardware, everyone has their preferences. When you start at Nuki you will get to choose your preferred computer (Win/Mac/Linux). On top, you can get a company phone which you can also use privately. We cover your monthly phone bills.
• We support green choices. If you decide to use public transport to commute to the office, we will subsidize your annual ticket (Klimaticket). If you need to commute via car, we provide parking spaces and charging stations in our garage.
• We like to bring our team together and foster a collaborative environment. Once a week you enjoy a free breakfast while connecting with your colleagues. High-quality coffee and tea, regional juices, fruits, and vegetables are available at any time.
• The mental health of our employees is one of our top priorities. As part of our cooperation with Instahelp, a professional online counseling service, you get to take part in free online counseling sessions. Our strong mind program also supports both your physical and mental health. Improve your cooking skills in a cooking course, or enjoy a relaxing massage for your back and neck during Health Day.
• We believe in a diverse team and are proud to have people from more than 15 nationalities working for us. If you are living abroad you will receive full and free support with CINT when it comes to your relocation to Austria.
• As much as we enjoy work, we also love to have fun together during our memorable events. Join us on our annual two-day summer event, our beach volleyball challenge, the legendary Christmas party, or the dumpling challenge.

For the advertised position, a minimum salary of EUR 3,724.00 gross per month applies according to the collective agreement (no all-in) for a full-time position. Willingness to significantly overpay if you have the appropriate qualifications. This position is open for applications in Graz.

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