Your mission:
Are you interested in joining us to become the No. 1 in the “Balkonkraftwerk Space” and catapult our team to new heights? Are you looking for new challenges and do you value a motivated team that’s really driven?
Then you’ve come to the right place! Solakon empowers everyone to determine and take control of their own electricity costs, consumption, and energy source. And we do all this with “balcony power plants” for private households—and since business is booming, we’re looking for motivated and experienced new team members.
In our Customer Success Team, every inquiry counts! Do you love providing excellent customer service, have an eye for detail, and enjoy optimizing processes? Do you want to help shape an internal team while also pulling the strings at an international outsourcing partner? Then you’ve come to the right place! As a Quality & Performance Manager (m/f/d), you’ll work closely with our Head of CSM. Your mission: to take the service quality of our internal team (focus: ticket support) and our external partner in Kosovo (focus: phone support) to the next level.
Here are your responsibilities:
Quality Assurance & Monitoring: You’ll continuously monitor and analyze service quality (including through side-by-side coaching, silent monitoring, and ticket audits)—for both the in-house team and the external team in Kosovo.
Performance Management of the Phone Support Team: You’ll be the primary point of contact for the phone support team abroad, keep a close eye on their KPIs (e.g., availability, handling time, customer satisfaction), and ensure that our quality standards and goals are met.
Training & Onboarding: You design and lead training sessions for the in-house team when new products, tools, or processes are introduced, and ensure that this knowledge is effectively passed on to the call center team.
Process Optimization: You identify weaknesses in current workflows, develop new processes in close consultation with the Head of CSM, and optimize existing procedures to create a more efficient customer journey.
Knowledge Management: You maintain and expand our internal knowledge base so that both teams have access to all current information at all times.
Reporting: You prepare regular quality and performance reports and use them to derive concrete recommendations for action for the Head of CSM.
What you bring to the table:
Experience in a support environment: You have solid professional experience in customer support or customer success, ideally in a role focused on quality management, coaching, or training.
Outsourcing expertise: Experience working with external service providers (BPO / nearshore) is a major plus. You know how to motivate and manage remote teams.
Analytical & structured approach: You love data and KPIs, but never lose sight of the human element in customer service.
Strong communication skills & empathy: You have a knack for teaching, enjoy giving constructive feedback, and take pleasure in helping others grow.
Language skills: Since our in-house team and our customers primarily speak German, your German skills are at a native level. You also have very good English skills for managing the team in Kosovo and coordinating internationally.
Proactivity: You don’t wait for tasks to be assigned; instead, you identify where processes are stalling and actively work to resolve them.
What we offer you:
Team spirit: Great team spirit, a collegial atmosphere with flat hierarchies, and plenty of drive combined with a high level of professionalism.
Personal Fit: Enjoying our work is important to us—that’s why, in addition to professional qualifications, we’re primarily looking for a good personal fit with the team.
Attractive Salary: We offer you competitive compensation.
Team events: Regular team events (e.g., Highland Games, escape rooms, or paintball) provide shared experiences outside of the daily work routine.
Professional development: Professional growth is important to us—you can openly discuss your professional development goals at any time.
Culture of feedback: We communicate honestly and transparently and value an open culture of feedback.
Remote work: This position can be performed entirely remotely from your home office.
Top-of-the-line equipment: You’ll work with the latest Apple technology.
