Customer Support Manager - Climate - Germany Based

About us - Join our mission to fight climate change Do you want to be part of one of Europe's fastest-growing climate tech startups? We are looking for a Senior Customer Support Manager with a strong growth mindset to tackle the day-to-day challenges of building and growing a business. In this unique role, you will play a pivotal role in ensuring our customers achieve their desired outcomes through the use of our products and services. You will build strong relationships, deliver exceptional customer experiences, and drive customer loyalty and retention. If you're excited about building an economy where every company creates an impact for a sustainable world and empowering companies to decarbonize and boost their business performance, we’d love to hear from you! Your mission To deliver exceptional customer experiences by acting as the primary point of contact, driving product adoption, and building long-term customer relationships. You will champion the voice of the customer within the company and ensure their success through proactive engagement and tailored solutions. For this role, you can be based in Germany. What You'll Do

• Develop and optimize workflows to create a scalable and efficient customer support function, taking ownership of innovative strategies and operational improvements.
• Ensure quick and smooth issue resolution, maximizing customer satisfaction, and handling escalations for urgent problems.
• Assist with onboarding, answer inquiries, and provide timely responses to support tickets.
• Respond to customer inquiries on carbon accounting-related topics
• Offer expertise on climate-conscious aspects of the product, and support customers with product-related challenges, from basic features to technical issues.
• Track performance metrics like resolution time and customer satisfaction to continuously improve service quality.
• Gather valuable feedback on product bugs and usability issues, collaborating to resolve them and help guide customer customizations.
• Create and maintain comprehensive training materials, FAQs, and the support wiki to empower customers and with easily accessible resources
• Maintain strong customer relationships by delivering effective solutions and providing clear product information to enhance the overall experience.

Who You Are

• Education & Expertise: You have studied a Bachelor's or Master’s Degree in Sustainability Management, Climate Science, or Environmental Engineering, or your work experience makes up for it.
• Experience in a customer support or helpdesk role
• Early Involvement: You bring hands-on experience as one of the early members of a customer support function or a similar role
• Ownership: You thrive an environment where you can take ownership and drive initiatives that set the stage for growth
• Customer-Centric: Passionate about delivering exceptional customer experiences and resolving issues quickly and efficiently.
• Tech-Savvy: Comfortable with troubleshooting basic technical issues and learning new software tools quickly.
• Strong Communicator: Clear and concise in written and verbal communication, with the ability to explain complex concepts in simple terms.
• Problem Solver: Proactive in identifying issues and offering creative solutions to customer challenges.
• Adaptable & Resilient: Thrives in a fast-paced environment and handles escalations or urgent issues with composure and professionalism.
• Experience in SaaS or technology-driven environments is a plus.
• Fluency in English a must, German would be a bonus
• Ability to manage multiple priorities and deliver results in a fast-paced environment.
• Climate Strategy Experience: You have experience in developing net-zero strategies and climate transition plans, including SBT setting and the planning of reduction scenarios and actions.
• Climate Passion: Above all, you care deeply about climate action and find purpose in leveraging your skills to drive meaningful impact.

Bonus Points If

• Carbon Footprint Expertise: You have a keen interest in calculating and interpreting corporate and product carbon footprints and is something you have had previous exposure to.
• Carbon Accounting & Reporting: You keep abreast of the latest developments to further improve your existing knowledge of carbon accounting standards and reporting requirements, including GHG Protocol, ISO 14064/14067, CDP, TCFD, CSRD, and EU-Taxonomy.
• Emissions Accounting Knowledge: You have experience in setting inventory boundaries, accounting for renewable energy, and calculating Scope 3 emissions using multiple approaches and databases (EEIO, LCA, supplier-specific data).

Why Cozero? We have recently secured €6.5 million in Series A funding, led by Kvanted and ENV, with contributions from NewAlpha Asset Management and several business angels. Our Climate ERP solution is trusted by leaders like Maersk, Nippon Express Europe (NX Group), and DMG MORI, streamlining corporate emission management and reduction. This funding allows us to expand and enhance our platform, integrating sustainability into business operations. With us, you’ll have the opportunity to dive into the world of a high-growth SaaS startup and gain hands-on experience across key areas of early-stage operations. You’ll work in an exciting, dynamic, multicultural, and supportive environment, closely collaborating with our co-founders Fabian, Helen, and Tiago. What We Offer

• Participation in our VSOP pool so that you can participate in the financial success of the company.
• 27 vacation days per year + national holidays.
• Monthly budget of €100 for coworking or work from our office in Machinenraum.
• Frequent team events and at least 2 offsites per year.
• A one-time €500 home-office equipment stipend.
• A €500 annual learning and development budget.
• A strong company culture focused on growth, collaboration, and fighting climate change.
• Participation opportunities in accelerator, startup, & event programs.

If you require any accommodations or adjustments during our recruitment process to ensure equitable participation, please don't hesitate to let us know. Your comfort and accessibility are important to us.