User Support Manager

Recruiter
Zalando
Location
Berlin
Posted
26 Jun 2020
Closes
03 Aug 2020
Ref
2229223
Function
Technology
Level
Manager
As a User Support Manager, you will be part of a cross-functional product development team. Your team is working on a high impact internal software product, allowing several commercial functions to achieve a high level of operational efficiency. You will support various user groups in successfully using this software product by answering support queries, conducting user training and introducing new features.
WHERE YOUR EXPERTISE IS NEEDED
  • You will act as a first point of contact for all users for an internal software product, while responding to queries and tracking their source and causes.
  • You will verify bug reports and prepare the handover to the Engineering team.
  • You will prepare high-quality self-service and new features training materials and conduct training sessions in the context of new feature roll-outs, as well as on-boarding sessions for new users
  • You will contribute to the road-map and prioritization decisions, and maintain master data. You will participate in and contribute to user meetings.
WHAT WE'RE LOOKING FOR
  • The ability to communicate precisely verbally and in writing in English
  • A clear service- and solution-oriented approach with a passion for helping others, combined with a natural talent for establishing relationships with other individuals
  • The ability to find priorities when confronted with numerous requests concurrently with little or no guidance, certainly a good talent to deal with numbers will be helpful here
  • A certain tech-savviness and ideally experience in B2B CRM or Quoting systems and a natural interest in understanding (new) capabilities of software systems


PERKS AT WORK
  • Culture of trust, empowerment and constructive feedback, open source commitment, meetups, game nights, 70+ internal technical and fun guilds, knowledge sharing through tech talks, internal tech academy and blogs, product demos, parties & events
  • Competitive salary, employee share shop, 40% Zalando shopping discount, discounts from external partners, centrally located offices, public transport discounts, municipality services, great IT equipment, flexible working times, additional holidays and volunteering time off, free beverages and fruits, diverse sports and health offerings
  • Extensive onboarding, mentoring and personal development opportunities and an international team of experts
  • Relocation assistance for internationals, PME family service and parent & child rooms* (*available in select locations)

We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, merit and business need.
ABOUT ZALANDO MARKETING SERVICES
Zalando Marketing Services (ZMS) is the 360° marketing unit of Europe 's leading online platform for fashion and lifestyle, Zalando. We work with the world's largest fashion and lifestyle brands and provide them with impactful solutions across all marketing touchpoints, access to relevant audiences and in-depth data knowledge, as well as inspiring creation and content.

At ZMS we create meaningful connections between brands and consumers through a deep understanding of their personalities. We work with brands, agencies and publishers from fashion and beyond to produce innovative, impactful campaigns that reach the right audience at the right moment. Thanks to its holistic mix of cutting-edge and privacy compliant technology, in-depth audience insights, expansive reach and compelling content brands produce successful campaigns across multiple digital marketing channels.

For more information check out this link:https://zms.zalando.com/

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