Technical Service Manager (m/f/x)

CO2 emissions in the real estate sector must be reduced quickly. But what isn’t measured can’t be managed effectively: Our real-time data on consumption and generation in buildings enables the most effective use of electricity, gas, heat, and water in everyday life.

We are a young Berlin-based scale-up that supports sustainability and also lives it in our day-to-day business. We are looking for a Technical Service Manager in Berlin at the earliest possible date.

As a Technical Service Manager, you’ll be the first point of contact for our customers (end users) as well as our B2B clients. You’ll handle incoming support tickets, resolve issues in a structured manner, and document findings to continuously improve our knowledge base and process quality. You’ll work closely with Operations, Data, Sales, and Product to ensure our customers’ satisfaction.

Responsibilities

• You will handle inquiries from our B2C and B2B customers in our ticket system — via email and by phone.
• You will find customer-focused solutions to market concerns and prioritize critical challenges.
• When dealing with complex inquiries, you will analyze the problem, identify solutions, and communicate them within the framework of existing market processes.
• You’ll work closely with internal teams to quickly propose and implement solutions, thereby preventing escalations.
• Through thorough documentation and monitoring of recurring issues, you’ll lay the groundwork for process optimization and standardization.
• You’ll translate complex technical processes into easy-to-understand Knowledge Base Articles (KBAs) and Standard Operating Procedures (SOPs).

Profile

• You have at least 2 years of relevant professional experience in technical customer support, IT help desk, system administration, customer success management, or service engineering.
• You have previously worked in or with the German energy industry and are familiar with, for example, market communication, WiM, GPKE, MaBiS, metering, or grid processes.
• You have gained experience with project planning tools.
• You work in a structured and reliable manner and enjoy optimizing processes.
• You enjoy communicating with people and impress others with your positive, solution-oriented, and open-minded approach.
• You have excellent communication skills in German (C1/C2) and a good command of English (B2).

What we offer

• A job that lays the foundations for using energy and water sustainably and consciously.
• Permanent position with a fixed salary of between EUR 40 - 50 thousand.