Pearl: Associate Manager, German Customer Support

Headquarters: Ukraine

About UsPearl is AI for professional services at global scale—combining advanced AI with verified human expertise to deliver help that’s accurate, accountable, and fast. Since 2003, our network has connected millions of customers with licensed professionals across 196 countries, making real expertise available anytime, anywhere.About the RoleThe Associate Manager, German Сustomer Support is responsible for the day-to-day supervision of the German Customer Support team while remaining actively involved in customer support. This role combines hands-on ticket work with team leadership, quality oversight, and operational monitoring across live (voice) and non-live (email, chat) channels.The Working Lead plays a critical role in ensuring service-level targets are met, coaching agents on quality and performance, and supporting the transition of German customer support work to an in-house model.What You’ll DoLead, coach, and develop Customer Support Representatives on the German team.Monitor email and voice queues in real time and take action to meet service-level targets.Ensure all ticket-based work is completed in line with agreed SLAs.Support agent-level and AI-driven quality audits across all channels.Provide structured coaching and feedback based on quality audits and KPI performance.Conduct mock calls with new hires post-training to assess readiness for live support.Analyze quality and performance trends and provide clear recommendations to International Leadership.Collaborate with Operations and Training to improve processes and implement service standards.Provide hands-on German customer support (~50%) via email, chat, and voice when needed.What We’re Looking For1–3 years of relevant employment experience in a contact center or customer support environment.German proficiency at C1–C2 level or native.Strong written and verbal English communication skills.Experience working with KPIs, quality monitoring, and performance management.Strong computer skills and ability to work with data and AI-enabled tools.Passion for quality-driven work and continuous improvement.Self-motivated, data-driven, and Lean-oriented.Humble, open to feedback, innovative, and proactive.#LI-DNIOur Values• Data driven: Data decides, not egos• Courageous: We take risks and challenge the status quo• Innovative: We're constantly learning, creating, and adapting• Lean: We focus on customers, using lean testing to learn how to serve them best• Humble: Past success is not a guarantee of future successOur Commitment to an Inclusive WorkplaceWe welcome people from all backgrounds who seek the opportunity to help build a future where professional services are readily available to all. If you have curiosity, passion, and a collaborative spirit, come work with us. Pearl is committed to an inclusive workplace. Pearl is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status.AI Disclosure & Informed ConsentArtificial intelligence (AI) technology may be used during the hiring process to record, transcribe, analyze, and rank interview responses. By submitting your application and participating in the interview process, you acknowledge and consent to the use of AI technology in the hiring process. For more information see our AI Disclosure and Consent Policy.#LI-Remote

To apply: https://weworkremotely.com/remote-jobs/pearl-associate-manager-german-customer-support

Position Details

• Job Title: Pearl: Associate Manager, German Customer Support
• Company / Organisation: We Work Remotely
• Location: Worldwide / Remote
• Employment Type: Full-time
• Field / Industry: Customer Support
• Work Arrangement: Remote — open to candidates worldwide

About This Opportunity

This full-time opportunity at We Work Remotely is an excellent opening for experienced professionals in the field of customer success and support. The role is structured around a fully remote setup — offering you the freedom to work from any location in the world and is designed for candidates who are ready to make a meaningful contribution from the moment they join.

As a remote-first position, this role welcomes qualified candidates from across the globe. You will be expected to manage your schedule independently, communicate proactively, and deliver results consistently — hallmarks of a high-performing remote professional.

Whether you are an established practitioner in customer success and support or a highly skilled professional looking for your next challenge, this Pearl: Associate Manager, German Customer Support role offers the platform to apply your expertise in a real-world, results-oriented environment. We Work Remotely is looking for a candidate who can hit the ground running and add genuine value to the team.

Who Should Apply

This role is ideal for candidates who have a solid background in customer success and support and a demonstrable track record of delivering high-quality results. You should possess empathy, clear communication, patience, and a proactive approach to problem resolution. Experience working with customer support platforms, ticketing systems, and CRM and live-chat tools will be an advantage, though a commitment to continuous learning and professional development is equally valued.

Beyond technical or domain expertise, We Work Remotely is looking for someone who communicates clearly, collaborates effectively with colleagues and stakeholders, and takes ownership of their work from start to finish. If you thrive in a professional environment and are passionate about the opportunity to deliver exceptional customer experiences and build lasting client satisfaction and loyalty, we encourage you to apply.

Key Competencies for This Role

Successful candidates for the Pearl: Associate Manager, German Customer Support position at We Work Remotely will typically demonstrate the following core competencies:

• Domain expertise — a strong foundation of knowledge and hands-on experience in customer success and support
• Problem-solving ability — the capacity to identify challenges, think critically, and implement practical solutions efficiently
• Communication skills — clear and professional communication with colleagues, stakeholders, and partners at all levels
• Self-management — strong time management and the ability to prioritise a varied workload while meeting deadlines
• Team collaboration — a collaborative and supportive approach to working alongside colleagues across departments or locations
• Adaptability — the ability to respond positively to change and thrive in a dynamic, evolving work environment

How to Apply

To apply for this Pearl: Associate Manager, German Customer Support position at We Work Remotely, click the "Apply Now" button on this page. You will be taken directly to the official application page where you can complete and submit your application.

Before applying, please ensure that your CV or résumé is fully up to date and clearly highlights your experience and accomplishments in customer success and support. If a cover letter is included or requested, tailor it specifically to this role and explain how your background, skills, and goals align with what We Work Remotely is looking for in a Pearl: Associate Manager, German Customer Support.

All applications for this role are processed directly by We Work Remotely. Career Nest facilitates the job discovery process and does not pre-screen or forward applications on behalf of employers. There are no fees for job seekers at any stage of the application process.

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