Senior B2B Support Manager (m/f/d)

Senior B2B Support Manager (m/f/d) Berlin, Germany Join us as a Senior B2B Support Manager (m/f/d) in our Global Operator Enablement team on a shared journey that matters! MOIA’s Global Operator Enablement Services (GOES) Organization is our delivery backbone — our mission-critical interface to operator customers worldwide. We transform innovative technology into operational success by delivering turnkey solutions that enable safe, scalable, and efficient autonomous mobility services. As a cross-functional, fast-moving team, we integrate vehicle lifecycle enablement, digital platform provisioning, service operations, and customer support to deliver a seamless experience. Acting as the single point of contact for operators, GOES ensures end-to-end excellence. In short: We bring MOIA’s pioneering products to life — reliably, globally, and ready to scale. Want to learn more about our turnkey solution for autonomous mobility? Have a closer look at our product video here. The B2B Support is essential to this mission – ensuring exceptional customer service and operational efficiency in the product and service delivery to our customers. As a member of this team , you are the primary point of contact for our customers , closely colla borating with both internal and external stakeholders to successfully manage customer enquiries . What you will do Customer Interaction : Provide professional and empathetic support to our B2B customers, effectively addressing their needs and concerns. Ticket Management : Efficiently manage and resolve customer support tickets, ensuring timely and accurate responses. Process Development : Design, implement, and optimize support processes to enhance team productivity and customer satisfaction. Documentation : Develop and maintain detailed support documentation for internal and external use. Platform Setup : Support the initial setup and configuration of our SaaS product for new customers in close collaboration with internal teams. Collaboration : Work closely with cross-functional teams, including engineering and product development, to ensure seamless support operations. Training : Assist in onboarding new team members on support processes and support documentation. What will help you to fulfill your role Significant experience in a B2B support role, preferably within the technology or (electric vehicle) automotive industry. Demonstrated understanding of innovative and complex technical products, with both hardware and SaaS elements. Excellent English and fluent German communication skills, with the ability to convey complex information clearly and concisely. Proficiency in support ticketing systems (preferably Zendesk) and the Atlassian suite (Confluence, Jira). Proven ability to troubleshoot and resolve technical issues efficiently. Comfortable working in a fast-paced, dynamic, and highly complex environment. Collaborative mindset with a strong ability to work well within a team. Passionate about delivering exceptional customer service and support, while seeking to understand strategic customer needs. We encourage you to apply even if your profile does not meet all the requirements for the role since we are looking for a diverse range of experiences, skills, and interests. We are certain that there will be something for everyone because we are working on such a variety of tasks and embrace individual growth at MOIA. In case you have questions regarding your application, you can approach the recruiter Ben or the hiring manager Tasmin directly. Our benefits in a nutshell Competitive salary (including bonus) Hybrid work setup: Work from home or one of our offices – you and your team decide how often to meet, blending flexibility with collaboration! Flexible working hours and the possibility of flexible work arrangements depending on your needs (parenting, care work, volunteering, etc.) Budget and monthly expense allowance for home office setup Possibility of remote work from outside Germany for up to 6 weeks per year from over 35 countries – learn more in our blog! Public transport ticket (fully subsidized \“Deutschlandticket\“) for commuting and travelling throughout Germany and discount on MOIA rides Subsidized fitness club membership or bike leasing Learning environment with continuous learning days, job rotation, trainings and workshops, coaching, conferences, books, and language classes Mental health support, 1:1 sessions with external professionals and mental unload workshops 30 vacation days, sabbatical and unpaid leave option Relocation support with service provider (visa, administration, etc.) Dog-friendly offices For student & internship positions, we have an adjusted set of benefits. You can find them here. Be who you are! We are a member of Charta der Vielfalt and are dedicated to actively fostering a workplace that celebrates and promotes diversity in various aspects such as age, gender identity, race, sexual orientation, physical or cognitive ability, and ethnicity. At MOIA, we embrace a culture where people are accepted, respected, valued, appreciated, and included. In our commitment to promoting diversity and inclusivity, we regularly provide unconscious bias training to all our employees. Furthermore, we continuously strive to enhance our hiring process by ensuring a diverse hiring panel. Our Future Work model Since we love to collaborate, it is clear to us that we don\’t want to become a fully remote company, but we also don\’t need to spend every day of the week in the office to do a great job. Our current hybrid work approach focuses on adapting to different needs, including increased flexibility that works best for the teams and the individuals with as much self-determination as possible. Get more insights on how we work on our blog to find out more about our hiring process or follow us on Instagram for a look inside MOIA. Who we are At MOIA we’re reimagining the future of mobility – safe, autonomous and tailored to the needs of cities and their people. As a tech company with more than 400 employees, we build mobility solutions that truly move cities forward. We launched our ridepooling service in Hamburg in 2019 and have been part of the city’s public transport system since 2023. Since launch, we have transported over 12 million passengers. Currently, MOIA is evolving from a mobility provider to a tech provider offering a scalable and safe turnkey solution for autonomous driving. With office locations in Berlin and Hamburg, our diverse and international team comprising more than 60 nationalities works together toward that shared mission. MOIA is more than a technology provider – we are a partner to cities and public transport operators committed to creating more livable spaces and delivering mobility solutions that are reliable, safe and comfortable. Watch our company video here. Your application to MOIA We value authenticity and personal insights in your application responses. While AI tools can be useful, we encourage you to answer the following questions based on your own experiences and understanding. This helps us better evaluate your unique perspective and match for the role. To reinforce an unbiased screening process, we kindly ask you not to include your picture, age, address, or any other details unrelated to your qualifications and suitability for the role. Create a Job Alert Interested in building your career at MOIA? Get future opportunities sent straight to your email. Create alert