**Experienced Customer Care Quality Manager – B2C Operations and Process Optimization**

Are you passionate about delivering exceptional customer experiences and driving business growth through process optimization? Do you thrive in a dynamic and innovative environment where you can make a real impact? Look no further! arenaflex is seeking an experienced Customer Care Quality Manager to join our B2C team and help shape the future of our industry-leading energy software platform, "Heartbeat".

• *About arenaflex**

arenaflex is a pioneering company that's revolutionizing the energy sector with its cutting-edge software platform, Heartbeat. Our mission is to create a virtual power plant that connects photovoltaic systems, energy storage, heat pumps, and charging stations, making renewable energy more accessible and affordable for households and businesses. We're not just building a platform – we're building a movement towards a sustainable future.

• *Your Role**

As our Customer Care Quality Manager, you'll be responsible for driving the continuous improvement of our quality management processes in the Customer Care department. Your key objectives will include:

• Developing and implementing quality management strategies to ensure exceptional customer experiences across all service channels
• Collaborating with cross-functional teams to design and implement KPIs and analysis processes to evaluate service and process quality
• Analyzing service quality performance across internal and external teams, identifying areas for improvement, and implementing corrective actions
• Developing and delivering training programs to enhance the skills and knowledge of our customer care team members
• Maintaining and expanding our knowledge database to ensure that our team has access to the latest information and best practices
• Representing the team in the absence of the Head of Customer Care and taking ownership of key decisions and initiatives
• Creating regular quality reports and management presentations to showcase our progress and achievements

• *Your Profile**

To succeed in this role, you'll need:

• At least 3 years of relevant experience in customer service, with a proven track record of driving quality improvements and process optimization
• A strong passion for technology and a willingness to learn about the latest developments in the energy sector
• Excellent communication and interpersonal skills, with the ability to explain complex concepts in a clear and concise manner
• Fluency in German (C-level) and additional languages are a plus
• A customer-centric approach, with a focus on delivering exceptional experiences and building strong relationships with our customers

• *Benefits**

As a valued member of our team, you'll enjoy:

• The opportunity to work in our brand-new offices in Hamburg, Berlin, and Munich, or remotely, depending on your preferences
• Access to the latest technology and equipment, both in and out of the office
• The chance to work in a fast-growing company with a strong focus on innovation and development, where you can take ownership of your projects and make a real impact
• Flat hierarchies and a collaborative culture, where you'll have the opportunity to work directly with senior management and take on responsibilities from the outset
• The satisfaction of contributing to a megatrend like the "Energy and Mobility Transition" and making a concrete contribution to the sustainable transformation of our energy infrastructure
• A range of benefits and discounts through our partnership with Futurebens
• The opportunity to stay active and healthy with over 7,600 sports partners through our EGYM-Wellpass program
• A flexible and environmentally friendly way to get around with our Jobrad-Leasing scheme

• *Join the arenaflex Team**

If you're passionate about delivering exceptional customer experiences and driving business growth through process optimization, we want to hear from you! Apply now to become a part of our dynamic and innovative team and help shape the future of the energy sector.