Manager, Customer Support (German)

Company Description

Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for comprehensive sustainability.

We are proud to announce that Assent has crossed the US$100M ARR milestone, granting us Centaur Status. This accomplishment, reached just 8 years following our Series A, makes us the first and only Certified B Corporation in North America's SaaS sustainability industry to celebrate this milestone.

Our journey from $5 million to US$100M ARR in just eight years has been marked by significant growth and achievements. With our $350 million US funding led by Vista Equity Partners, we're poised for even greater expansion and are on the lookout for outstanding team members to join our mission.

Hybrid Work Model

At Assent, we proudly embrace a remote-first work model, valuing the flexibility and autonomy it provides our team. We also acknowledge the intangible benefits of occasional in-person workdays. For team members situated within 50 kms/31 miles of our five global offices in Ottawa, Eldoret, Penang, Columbus, and Amsterdam, you can expect to come into the office one day a week. Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.

Join our Talent Community to stay in touch and learn more!

Job Description

Position Summary

The selected individual will lead a team dedicated to engaging with our suppliers daily. This role ensures a best-in-class experience by acting as a trusted advisor and educating suppliers on regulations and quality data submission. The team plays a critical role in our overall Global Service department. They will focus on developing the team's email communication skills, phone interaction abilities, and capacity to navigate complex supplier scenarios. Additionally, the Manager will collaborate closely with senior management to continuously improve service quality and efficiency.

Key Requirements and Responsibilities

• Manage the day-to-day operations of a team. This includes but is not limited to:
  •  Track and report on key business KPIs, analyze trends, and provide actionable insights;
  • Plan and manage team capacity, prioritize tasks, and allocate resources efficiently;
  •  Provide effective performance management through feedback, employee recognition, rewards, and progression plans for top talent;
  •  Encourage innovation, and improve the efficiency of business processes and procedures to enhance quality, efficiency, and productivity;
  • Facilitate weekly team meetings and engage in bi-weekly 1:1s with team members as required;
  • Act as an escalation point for supplier/client issues, conducting in-depth investigations as necessary
  • Recruit, mentor and develop a high-performing team that promotes a world-classupplier experience;
  • Promote and maintain a diverse, inclusive, productive, and service-oriented work culture within the Supplier Support team;
  • Actively engage with all teams within Professional Services to address any cross-team training gaps, or provide further knowledge of Supplier Support processes;
  • Facilitate the assessment of team’s knowledge, skill and ability for accomplishing tasks and projects;
  • Provide and facilitate training to the team/new members of the team, wherever there are training gaps;
  • Establish, measure and report on the best tools, practices and processes for highly productive engagement with our customer’s suppliers;
  • Keep up with regulatory updates to best support our clients’ suppliers;
  • Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent Compliance.

Qualifications

Your Knowledge, Skills and Abilities

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications,

• Strong written and verbal communication skills in English and German, with the ability to communicate clearly, concisely, and diplomatically; 

• Experience managing remote teams and working with international stakeholders is highly valued;

• 4+ years related management experience in a related role

• Proven ability to mentor and develop team members, with a focus on knowledge transfer and skill development;

• Passionate interest in supporting the development of others, and the ability to provide feedback and guidance

Additional Information

At Assent, we are uniquely positioned to make meaningful, impactful changes in the world around us. If you believe in doing work that matters, we want you to join our team.

Life at Assent

Wellness: We believe that you and your family’s well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.

Financial Benefits: It’s not all about the money – well, it’s a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.

Life at Assent: There is purpose beyond your work. We provide our team members with flexible work options, volunteer days and opportunities to get involved in corporate giving initiatives.

Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.

At Assent, we are committed to growing and sustaining an environment where our team members feel included, valued, and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

Our commitment to diversity, equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process, please contact [email protected] and we will be happy to help.