Customer Support Manager (m/w/d)

About the Position

Customer Support Manager (m/w/d)

• Location: Köln, Nordrhein-Westfalen, Deutschland
• Employment Type: FULL_TIME, Hybrid

Are you passionate about helping customers succeed and thrive? At epilot GmbH, we are looking for a Customer Support Manager to join our dynamic team in Cologne. If something isn't working, you'll figure out why and make it work. You'll be the bridge between customers, product, and development, ensuring that the energy transition doesn't fail due to forms and Excel sheets.

epilot digitizes the energy industry with a unique cloud software. We are a growing scale-up in the heart of Cologne. Our mission: epilot revolutionizes the collaboration of all market partners working together in the energy world to provide products and services. We offer a large network of partners within the cloud world, which is constantly being expanded by the community.

We "epilots" are a team of experts from software development, energy industry, product management, and sales. To bring our solution to the top of the energy world even faster, we are looking for you as a Customer Support Manager (m/w/d) starting now.

Responsibilities

• Independently solve customer inquiries, from follow-up questions to complex configuration problems.
• Act as the interface to product development: reproduce errors, identify causes, document them systematically, and accompany the solution.
• Build and expand the knowledge base and self-service content so that customers can solve many questions themselves in the future.
• Participate in the use of AI in support, from AI-assisted ticket processing to automated self-service.
• Actively develop new services such as 2nd-level end customer support for our customers.
• Recognize recurring problems early, pass them on to product management, and improve internal processes.
• Work closely with Product, Engineering, Customer Success, and Sales.

Requirements

What we expect from you

• Experience in support or a customer-facing role, ideally with complex software.
• Familiarity with ticket systems like Zendesk or Jira and knowledge of support KPIs such as SLAs, First Response Time, and CSAT.
• Independently analyze technical problems, e.g., using browser developer tools, logs, or simple data queries, and fix causes instead of symptoms.
• Write clear bug reports with reproduction steps, expected and actual behavior.
• Basic knowledge of APIs, Webhooks, and JSON or interest in learning.
• Confidently use AI tools and enjoy improving prompts, workflows, and automations.
• Enjoy writing user-friendly help articles (Knowledge-Centered Service).
• Communicate clearly and friendly even during escalations and disruptions.
• Work structured and have an eye for better processes.
• Fluent in German (C1+), good English.
• Nice to have: Experience in the energy sector. If not, we will teach you.

We Offer

• The opportunity to co-build the most successful SaaS platform in the energy market.
• Start-up mentality: dynamic atmosphere and great team spirit.
• A rapidly growing company with an open communication culture, motivated colleagues, and an international corporate culture.
• Exponential learning curve – epilot is growing fast, and we expect the same from you.
• A central and modern location in the heart of Cologne with cool cafes right around the corner.
• Transparency – We maintain a very flat and open corporate culture, everything is visible and open for discussion.
• Regular team events such as Carnival, summer party, Christmas party, company breakfast, and many more opportunities to get to know your epilots outside of working hours.
• The possibility for mobile, flexible work, sports offers, and much more.

Apply even if you don't meet all the points. What's most important to us is that someone fits with us. Hard skills can always be learned. If this job isn't for you, feel free to look for a suitable job on our careers page!

Still not convinced? Here's our promise to all future epilots 💙 promise.epilot.cloud

P.S.: If you're unsure whether this position is still open, simply check here (you'll find all other open positions there too). If it's still online, we're still looking! So, what are you waiting for?

We look forward to your application!

About the Company

epilot GmbH is a growing scale-up in the heart of Cologne, dedicated to digitizing the energy industry with a unique cloud software. Our mission is to revolutionize the collaboration of all market partners working together in the energy world to provide products and services.

Benefits

• Continuous Learning: We support your personal development!
• Flexible Working Hours and Remote Work: Have an important appointment in the morning? No problem! You decide where and when you want to work.
• Fitness Studio or Urban Sports Club: Stay fit and train in the fitness studio (with pool and sauna), just 5 minutes from the office. Or decide freely with our Urban Sports Club membership which activities you want to do and where you want to go.
• Regular Team Events: We celebrate our successes together at regular events during Carnival, summer, Christmas, and in between.
• JobRad: Do something for the environment and your health and lease your JobRad.
• Additional Benefits: Refreshing drinks, fruit, language courses, relocation service, and more benefits await you!

Join an Excellent Team!

Images say more than 1000 words. Here's a little glimpse behind the scenes of epilot. Whether it's meetups, Carnival, summer parties, or even joint co-working in Portugal - working at epilot is more than sitting in front of the screen from 9 to 5!

Have Questions?

Simply contact us directly!

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epilot HQ

Our office is located in the heart of Cologne, with cool cafes, restaurants, and bars just around the corner. The park, right behind the office, is perfect for lunch or a walk, especially in summer.

Address

Im Mediapark 8a, 50670 Köln, Deutschland

Homepage