Careers

Service Manager (f/m/d)

Published: 08.Jun.2021

re:ceeve is disrupting the collections industry. We like to compare re:ceeve’s model to Tesla. If you see a Tesla on the road you’ll see 4 wheels, 4 doors and a steering wheel, but if you get in and step on the gas you know you’re driving the future. You don’t see that it is built differently but once you use it, you feel the innovation.

The re:ceeve platform does the same for collections. Key functionality our clients expect is built in, fully automated, digital, and can be fully autonomous – and it does this for early stage collections as well for the assignment and discharge of debt – all in one platform. One platform for everything from building strategy to building the workflows, integrations and communication messages aggregates the strategy and execution functions. We minimize not only time to recovery but also improve performance due to the ability to build, test and execute recursive strategies simultaneously on the platform. You do not need an IT department to implement or update the platform and employees at our clients love the flexibility and simplicity it offers. Ultimately, you get a one-stop, future-proof solution to remedy all your needs in your collections value chain at a significantly better price point delivering almost immediate ROI.

We have recently closed our second round of venture capital and have an aggressive growth plan through 2021 and 2022. We are going after a massive market defined by outdated processes and players. Our clients come from the banking, telco, public utilities and retailer segments. We are headquartered in Hamburg but are working fully remote and are looking to hire the best people for our team.

 

As the Service Manager (f/m/d) you are part of building re:ceeve’s Customer Success team. Our job descriptions are written in pencil. Once in your role, you adapt to the tasks at hand and steer your own career. This job offers you diverse development opportunities into Consulting, Product or Engineering.

In your role you build the technical support, guide new clients through the onboarding phase while helping to streamline the process for both customers and re:ceeve. You are a SPOC between parties helping to grow our long-term business relationships. Most importantly, you are responsible for re:ceeve’s customer satisfaction, guaranteeing to deliver the best service possible.

Responsibilities

  • You implement the company’s customer service system, and constantly optimize and improve it.
  • You structure the processes in technical support and create the link between clients, product and engineering where needed.
  • You design and agree on processes for service delivery towards customers in coordination with product and engineering.
  • You maintain and improve the standards and models of the customer service system .
  • You are responsible for customer’s service requests and provide the best service possible.
  • You analyse your customer’s feedback and implement it into our product, marketing and sales processes while working closely with these teams.

Your Profile

  • You successfully completed your studies in Technical Business Administration, Software Engineering or alike.
  • You are proficient with ITIL V3 or V4, experience with ISO 27001 is a plus.
  • You collected experience in second level support and worked at least 2 years in a customer facing or service support role.
  • Ideally, you worked in startups or a similar high-growth environment working in a tech-related role.
  • You are proficient with Customer Success and Service Management Softwares (Hubspot, AWS, Jira and Confluence).
  • You enjoy working in an intercultural team with a flexible mindset and like taking quick decisions.
  • You have excellent English communication skills (written and spoken).

Bonus

  • Spanish communication skills (written and spoken).
  • You have experience with GSuite.
  • You are familiar with Financial Services and Collections.

Why us?

  • Chance to re-shape the future of credit lifecycle management in Europe.
  • International, high-profile team with an office in the heart of Hamburg.
  • Autonomy in your day-to-days processes.
  • High degree of ownership in a dynamic environment.
  • Flat hierarchy, limited internal politics and ability to get things done.
  • Remote-first work environment.

 

We live diversity. In our teams we bring together people with different backgrounds, perspectives and skills. We welcome all applications – regardless of gender, nationality, ethnic and social origin, religion/belief, disability, age, sexual orientation and identity.