Senior Manager Customer Care (Hybrid, Frankfurt)

About the role

We are seeking a Senior Manager Customer Care to lead our Level 1 and Level 2 B2B support teams in Frankfurt. The role combines hands‑on leadership with strategic responsibility for delivering high‑quality support in a complex IaaS and cloud‑hosting environment. Reporting to the Operations Director, you will act as the key bridge between customers, sales, technical teams and senior management.

Key responsibilities

• Lead and manage two shift‑based B2B support teams (L1 and L2) in Frankfurt.
• Develop, refine and enforce customer‑care processes to ensure consistent service quality.
• Monitor KPIs, analyse trends and implement measurable improvements.
• Create shift plans, coordinate scheduling and deputise for the Operations Director when required.
• Coach, mentor and develop team members at all levels, fostering a collaborative culture.

Required profile

• Several years of experience leading support or customer‑care teams in an IT, infrastructure or managed‑services environment.
• Strong communication skills in German and English, with confidence engaging B2B customers.
• Quality‑focused, structured approach to planning and shift‑based operations.
• Hands‑on mindset combined with strategic thinking.
• Values openness, teamwork, respect and flexibility.

Required skills