Customer Support Manager

Job Description

ISCC - International Sustainability and Carbon Certification is one of the leading certification systems for sustainability, traceability and the reduction of greenhouse gas emissions. Our activities and impact are expanding, and our teams are growing exponentially since the last 2 years. This is why the IT & Technology team, specifically our IT Project Management & Support sub-department, is looking forward to welcoming you as our new Customer Support Manager at ISCC headquarters in Cologne.

The Customer Support Manager plays an important role at the interface between customer support and the certification process. While the role involves the administration and optimisation of our ticketing system, it is **not a typical IT support position. Instead, you will help ensure timely, high-quality, and well-structured responses to external partners by overseeing certification-related inquiries, improving workflows, and supporting internal teams** within the system.

If you are passionate about sustainability and would like to join our highly motivated and diverse teams to make a difference, we are looking forward to your application!

Your Main Duties Will Be

• Oversee and coordinate incoming external inquiries via ISCC's ticketing system, ensuring timely, accurate and consistent communication
• Provide first-level support by categorising, prioritising and routing certification and system-related inquiries to the appropriate experts and teams
• Understand certification-related questions to pre-sort tickets effectively and assign them to appropriate automated workflows
• Review and optimise customer support workflows; collaborate closely with the Knowledge Manager & Data Analyst and certification teams to enhance response times and service quality
• Configure, maintain and further develop the ticketing system (e.g., Freshdesk), including pipelines, automations, rules, tags and workflows
• Implement automations, webhooks and API-based enhancements to streamline internal coordination
• Use AI tools to support answer creation, FAQs and routing suggestions
• Provide user management, onboarding, training and system assistance for internal colleagues using the ticketing system
• Prepare regular performance reports on support metrics together with the Knowledge Manager & Data Analyst
• Ensure that customer communication aligns with company policy and internal goals

Your Profile

• At least three years of experience in customer support, service operations or a related field
• Proven experience with managing and administering ticketing systems (e.g., Freshdesk, Zendesk, Jira Service Management)
• Hands-on experience in ticketing system optimisation and workflow configuration; experience with webhooks or API integrations is a plus
• Excellent English skills (at least C1)
• Strong analytical and problem-solving skills, combined with creativity and initiative
• Excellent communication skills and ability to translate complex processes into clear explanations
• Service-oriented, proactive and detail-focused working style
• High level of intercultural competence and strong team collaboration skills
• A formal degree is not required, however, the following educational backgrounds may be helpful: Business Administration, Communications or related fields, Marketing, Customer Experience or Service Operations

Why Us?

We are an international and diverse team of passionate and experienced experts, joining forces for a sustainable future! We believe that our team is our core asset and we support our people as best we can.

To help you build your future and thrive with us, we offer:

Great Team Environment

• Various team events throughout the year (Celebrating Diversity, Summer Team Event, Christmas Party)
• Close collaboration with our sister companies Meo Carbon Solutions GmbH, GRAS Global Risk Assessment Services, 4C Services and ClimatePal, giving you even more development opportunities

Individual learning and development plan

• Professional onboarding to help you have an ideal start with us
• Frequently feedback sessions to ensure a high quality of communication and mutual reflection
• Many free language classes
• Access to several technical specific as well as training courses
• The opportunity to work independently and shape processes
• We promote from within!

Work-Life Balance

• Hybrid set-up
• 4 weeks remote work at a place of choice (after probation)
• Flexible working hours and trust based working time
• 30 vacation days and 3 additional vacation days (Christmas eve, new year's eve, carnival monday)
• Sabbatical options

Financial benefits

• A generous pension scheme (bAV) in line with our sustainability values
• JobTicket/Deutschlandticket
• Annual bonus scheme based on performance

Wellness Programs

• Subsidized Urban Sports Club
• Active Break scheme with weekly Yoga sessions
• Health weeks promoting healthy habits in personal and professional life

Ready to Join Our Team?

Then we would be happy to hear from you soon! Please apply via the button below with a meaningful cover letter, CV and any relevant certificates.

We are looking forward to your application and hope to welcome you in our team soon!

We are a company with equal opportunities for everyone and encourage applications from all suitably qualified candidates regardless of age, race, gender or any other criteria that is not a professional qualification for an open position.