Customer Support Manager

About Caya

Caya is dedicated to simplifying paperwork for businesses by fully automating document-based processes using AI-powered software solutions. Customers like EG Group, WWF, Flink, and Axel Springer rely on Caya to help them focus on what really matters while handling all administrative paperwork.

Role Summary

As a Customer Experience Manager, you will elevate our customer service to new heights. Embracing a proactive, responsible, and humorous approach, you have an exceptional opportunity to contribute significantly to Caya’s growth, advancing digitalization and our success story.

Key Responsibilities

• After onboarding, serve as a primary point of contact for customers.
• Manage incoming inquiries and provide proactive support via phone and email.
• Act as a liaison between departments to deliver outstanding support and optimal solutions.
• Maintain organized and detailed records of customer inquiries, your actions, and resolutions within CRM tools such as Zoho and G-Suite.
• Collaborate actively within the Customer Experience team, sharing knowledge regularly.
• Work towards ensuring customer satisfaction to achieve mutual happiness for customers and the company.

Qualifications

• Passion for exceptional customer service and enjoyment in interacting with people, prioritizing customer satisfaction.
• Strong focus on quality, a dedicated service mindset, and complete reliability.
• Ability to remain calm and communicative under pressure, valued for your helpfulness during challenging customer situations.
• Enthusiasm for learning complex products and concepts, seeking to gain additional experience in a growing international SaaS startup.
• Self-aware regarding your strengths and knowing when to seek assistance.
• Preferably previous experience in customer support.

Benefits

• Join a supportive, open, ambitious team with strong bonds, whether digitally, in-office, or at team events.
• Your input influences process improvements at Caya, with opportunities to take on responsibilities quickly.
• Continuous transparency from executive leadership ensures you understand the impact of your work.
• Enjoy hybrid work flexibility: decide between home office or working from our vibrant Kreuzberg office several times a week; residency in Berlin and willingness to meet colleagues 2-3 times weekly in the office are required.
• Home office setup supported with necessary equipment (laptop, monitor, chair, desk, etc.) provided.
• Additional perks include subsidies for Urban Sports, BVG public transport, or other mobility services.

Diversity and Work Culture

Caya embraces diversity not just as a policy but as a core belief, welcoming applicants regardless of age, gender, background, disability, or sexual identity. We value courage over checklist perfection. Flexible and efficient working hours are encouraged; you choose how to work best, focusing on performance and shared goals.