Manager – Customer Service Software, Law Firm Management

Responsibilities

• Direct line management, development and motivation of support employees in the law firm management area
• Full responsibility for the named support domain including relevant service KPIs
• Ensuring high‑quality 1st- and 2nd-level support for our products
• Promoting a customer‑centric and scalable, AI‑supported support culture (change mindset)
• Conducting employee development conversations, performance reviews, target agreements and coaching
• Supporting teams in creating and continuously improving support content (e.g., knowledge base, help videos, standard resolutions)
• Close collaboration with internal stakeholders and adjacent departments
• Active design and further development of processes, structures and collaboration in the support area with an emphasis on an excellence mindset.

Requirements

• Several years of experience as a People Manager (m/f/d), ideally in a support, service or comparable IT environment
• Experience in disciplinary/line management of employees
• Solid knowledge of law firm operations (tax advisors) and IT‑technical contexts (strong technical understanding)
• Strong communication, coaching and moderation skills
• Ability to motivate teams, support their development and guide them through change
• Structured, responsible and cooperative working style
• Very good German and English skills.