Customer Support Manager

ISCC International Sustainability and Carbon Certificationis 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 newCustomer Support Manager at ISCC headquarters in Cologne.

• Oversee and coordinate incoming external inquiries via ISCCs 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
• Prepareregular performance reports on support metrics together with the Knowledge Manager & Data Analyst
• Ensure that customer communication aligns with company policy and internal goals

• At least three years of experience in customer support service operations or a related field
• Proven experience withmanaging 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

• 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

• 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 astraining courses
• The opportunity to work independently and shape processes
• We promote from within!

• Hybrid set-up
• 4 weeks remote workat 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 years eve carnival monday)
• Sabbatical options

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

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

Our close-knit team of dedicated supportive and highly motivated professionals atISCC come from a variety of backgrounds which contributes to the diverse and dynamic work environment. We all work together with a shared enthusiasm for sustainability and a common objective. We look forward to having you join our team at the ISCC headquarters in Cologne if you think we are a good fit for you.