Offer summary

Qualifications:

Experience in system support or operations management in a SaaS environment., Strong communication skills for effective stakeholder engagement., Ability to prioritize and manage multiple support requests efficiently., Technical understanding of system interactions and operational processes..

Key responsabilities:

Serve as the main contact point for end-user support and system operations.

Lead a team to handle support requests and ensure user satisfaction.

Drive process documentation and contribute to user training and enablement.

Identify and resolve recurring user and process issues through data analysis.

Job description

About Trusted Shops

At Trusted Shops, we have made it our mission to create digital trust between people and companies. Our goal is to become the #1 Community of Trust. Our unique combination of Trustmark, authentic customer reviews, and buyer protection helps millions of consumers shop online with confidence every day. Now we want to push our development even further and build the next-generation trust platform. Headquartered in Cologne, Germany, we are a fast-growing and profitable SaaS company operating in a dozen European countries with over 800 employees.

Join our newly created Platform Operations Support team within the Platform Operations department, where we build the technical foundation for our company-wide operational customer processes. As System Owner you are the central contact point and representative for the end-user support of our systems and the team towards the stakeholders and company. Your focus is on proactive and clear communication as well as ensuring right prioritization and escalation management.

System Owner Job description

As System Owner Platform Operations Support you are at the forefront of ensuring end-user satisfaction and smooth system operations, functionally leading a team where all support requests for our different SaaS and self-developed solutions come together.

You establish efficient and transparent end-user support, drive process documentation with system teams as well as actively contribute to end-user enablement and training.

With your expertise on the technical interactions of the supported systems and operational teams' processes you and your team independently handle end-user support, perform initial investigations on issues and escalate incidents to the responsible system teams.

Your main responsibility within the team is structuring and prioritizing incoming requests, handling conflict management and communication as well as driving improvements and issue resolution with contributing teams.

You will play a leading role in identifying (recurring) user and process issues and their root cause and will work with department leadership on making data-based decisions and establishing sustainable solutions.