Customer Service Manager (mfd)

Become Customer Service Manager (m/f/d) at Retarus.

Retarus is a worldwide provider of cloud-based messaging solutions at enterprise scale. We serve over 40% of the companies listed on the S&P Global 100 as well as governmental agencies and major players in markets across the world. Privately owned and founder-managed for over thirty years Retarus is customer-oriented stable a fair employer and a strategic business partner with a long-term vision. With some 500 employees in 19 offices on four continents Retarus operates locally and thinks globally: our teams are organized across borders and are highly integrated. This makes Retarus a multicultural multilingual and engaging workplace. We are committed to creating a diverse and dynamic environment for our employees with generous compensation time off and a global collaborative workplace.

What we offer

• Health insurance portfolio including dental vision life and disability insurance options as well as a health savings account
• High-standard 401(k) plan (with one of the leading providers)
• Competitive vacation package and paid sick days
• Flexible/Mobile working
• Childcare contribution and birth bonus
• Employee referral bonus
• Paid parental leave options
• Public commute tax program
• Team events
• Free snacks and drinks in the office
• Gym in the office building

What youll do

• Act as the primary point of contact for selected national and international Service Management customers
• Ensure high customer satisfaction and deliver an excellent end-to-end customer experience
• Serve as the central interface between customers Service Management and technical teams
• Represent customer interests in line with Retarus standards culture SLAs and compliance requirements
• Oversee the full technical customer lifecycle and ensure consistent high-quality service delivery
• Monitor KPIs and contractual targets and ensure adherence to defined service standards
• Prepare service reports and lead service review meetings with customers and internal stakeholders
• Actively manage customer escalations and act as the key escalation point for critical incidents and issues
• Coordinate internal and external communication throughout the customer lifecycle and during incidents
• Ensure compliance with regulatory and audit frameworks such as SOC 2 and ISAE 3402
• Provide regular reporting to the Director Service & Solutions on performance escalations and improvement areas

What youll need

• Successfully completed commercial or technical training or a degree in Computer Science Business Informatics Engineering or a related field
• At least 3 years of professional experience in Service Management ideally within an IT-driven environment
• Solid understanding of IT service management principles and processes
• Familiarity with project management tools methodologies and frameworks such as ITIL or ISAE 3402
• Experience in managing complex customer relationships and service delivery in a regulated environment
• Initial experience in leading teams projects or acting as a deputy
• Strong analytical and organizational skills with the ability to manage multiple priorities
• A proactive solution-oriented mindset and strong communication skills
• Ability to manage escalations and critical situations in a structured and confident manner
• Commitment to continuous learning and professional development
• Certifications in IT service management or project management (e.g. ITIL PMP PRINCE2) are a plus
• Fluency in English; additional languages are an advantage

What you can expect

At Retarus you will work on impactful and dynamic projects with real opportunities to make a difference. Our customers are leaders across diverse industries with constantly evolving needs and high expectations. Youll be working with cutting-edge technology and great creative leeway to meet customers needs and the projects you work on will be deployed globally. Working at Retarus you will collaborate closely with convivial culturally diverse teammates. You will grow professionally in a dynamic and exciting workplace and design impactful solutions in real time with top companies.

Very important
Come as you are. Retarus is committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or veteran status.

This position offers a salary between $60000 and $75000 annually.
The final salary depends on experience and qualifications. We are happy to discuss the details and finalize a fair offer during the interview process.

Apply via our online application portal its easy and doesnt take long. Our colleague Alissa Selman is happy to field any questions you may have:

Werelooking forward to getting to know you!

Required Experience:

Manager