2nd Level Support Manager (m/w/d)

• You independently handle complex support requests in international customer interactions – including technical ambiguities, exceptional process cases, or recurring system issues.

• You analyze requests in a structured way, identify patterns, and collaborate closely with departments such as Product, Engineering, or Compliance to develop sustainable solutions.

• You take ownership of your own tasks and projects, actively share your knowledge with the team, and serve as the first point of contact for colleagues with domain-specific questions.

• You contribute to process development, identify optimization potential in the ticket system and workflows, and play an active role in advancing the team.

• You handle selected customer complaints in a structured manner, working closely with Complaint Management – contributing to quality assurance through focused engagement with complex cases.

• You use our ticket system to efficiently manage and prioritize requests, always keeping a clear overview.

• You communicate confidently and clearly – in writing and on the phone – and always strike the right tone with customers.

• You have a strong command of German and English (written and spoken); additional languages are a plus.

• You work in a structured, proactive, and solution-oriented way – even in complex or unusual situations you stay on top of things.

• You have prior experience in customer support, ideally in a 2nd level or comparable role.

• You’re a team player who enjoys sharing knowledge and contributing to a positive team dynamic.

• No background in luxury watches? No problem – we’ll teach you everything you need to know.

• An international, open-minded team with colleagues from more than 10 countries.

• Real development opportunities and the chance to take on responsibility.

• Varied tasks with real impact on our customer service and internal processes.

• Close collaboration with Product, Engineering, and other teams – you actively shape Chrono24.