Associate Manager, German Customer Support
About UsPearl is AI for professional services at global scale—combining advanced AI with verified human expertise to deliver help that’s accurate, accountable, and fast. Since 2003, our network has connected millions of customers with licensed professionals across 196 countries, making real expertise available anytime, anywhere.About the RoleThe Associate Manager, German Сustomer Support is responsible for the day-to-day supervision of the German Customer Support team while remaining actively involved in customer support. This role combines hands-on ticket work with team leadership, quality oversight, and operational monitoring across live (voice) and non-live (email, chat) channels.The Working Lead plays a critical role in ensuring service-level targets are met, coaching agents on quality and performance, and supporting the transition of German customer support work to an in-house model.What You’ll DoLead, coach, and develop Customer Support Representatives on the German team.Monitor email and voice queues in real time and take action to meet service-level targets.Ensure all ticket-based work is completed in line with agreed SLAs.Support agent-level and AI-driven quality audits across all channels.Provide structured coaching and feedback based on quality audits and KPI performance.Conduct mock calls with new hires post-training to assess readiness for live support.Analyze quality and performance trends and provide clear recommendations to International Leadership.Collaborate with Operations and Training to improve processes and implement service standards.Provide hands-on German customer support (~50%) via email, chat, and voice when needed.What We’re Looking For1–3 years of relevant employment experience in a contact center or customer support environment.German proficiency at C1–C2 level or native.Strong written and verbal English communication skills.Experience working with KPIs, quality monitoring, and performance management.Strong computer skills and ability to work with data and AI-enabled tools.Passion for quality-driven work and continuous improvement.Self-motivated, data-driven, and Lean-oriented.Humble, open to feedback, innovative, and proactive.#LI-DNIOur Values• Data driven: Data decides, not egos• Courageous: We take risks and challenge the status quo• Innovative: We're constantly learning, creating, and adapting• Lean: We focus on customers, using lean testing to learn how to serve them best• Humble: Past success is not a guarantee of future successOur Commitment to an Inclusive WorkplaceWe welcome people from all backgrounds who seek the opportunity to help build a future where professional services are readily available to all. If you have curiosity, passion, and a collaborative spirit, come work with us. Pearl is committed to an inclusive workplace. Pearl is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status.AI Disclosure & Informed ConsentArtificial intelligence (AI) technology may be used during the hiring process to record, transcribe, analyze, and rank interview responses. By submitting your application and participating in the interview process, you acknowledge and consent to the use of AI technology in the hiring process. For more information see our AI Disclosure and Consent Policy.#LI-Remote