2nd Level Support Manager (m/w/d)

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  "last_changed_at": "2026-05-30T06:03:18.305Z",
  "active_status": "active"
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  "language": "en",
  "location": {
    "raw": "Karlsruhe - Burg",
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    "country": "Karlsruhe - Burg",
    "is_remote": false,
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  "inferred_at": "2026-06-06T07:50:09.810Z",
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{
  "id": "2619818",
  "name": "2nd Level Support Manager (m/w/d)",
  "office": "Karlsruhe - Burg",
  "keywords": [],
  "schedule": "full-time",
  "createdAt": "2026-04-30T14:12:51+00:00",
  "seniority": "experienced",
  "department": "Operations",
  "occupation": "general_and_other_customer_support_and_client_care",
  "subcompany": "Chrono24 GmbH",
  "employmentType": "permanent",
  "jobDescriptions": [
    {
      "name": "About",
      "value": "At Chrono24, we provide customer service to watch enthusiasts from over 80 countries. As a 2nd Level Support specialist, you are the go-to person for complex support cases – driving quality, shaping processes, and helping your team grow."
    },
    {
      "name": "What you can expect",
      "value": "<p>• You independently handle complex support requests in international customer interactions – including technical ambiguities, exceptional process cases, or recurring system issues.</p><p>• You analyze requests in a structured way, identify patterns, and collaborate closely with departments such as Product, Engineering, or Compliance to develop sustainable solutions.</p><p>• You take ownership of your own tasks and projects, actively share your knowledge with the team, and serve as the first point of contact for colleagues with domain-specific questions.</p><p>• You contribute to process development, identify optimization potential in the ticket system and workflows, and play an active role in advancing the team.</p><p>• You handle selected customer complaints in a structured manner, working closely with Complaint Management – contributing to quality assurance through focused engagement with complex cases.</p><p>• You use our ticket system to efficiently manage and prioritize requests, always keeping a clear overview.</p>"
    },
    {
      "name": "What sets you apart",
      "value": "<p>• You communicate confidently and clearly – in writing and on the phone – and always strike the right tone with customers.</p><p>• You have a strong command of German and English (written and spoken); additional languages are a plus.</p><p>• You work in a structured, proactive, and solution-oriented way – even in complex or unusual situations you stay on top of things.</p><p>• You have prior experience in customer support, ideally in a 2nd level or comparable role.</p><p>• You’re a team player who enjoys sharing knowledge and contributing to a positive team dynamic.</p><p>• No background in luxury watches? No problem – we’ll teach you everything you need to know.</p>"
    },
    {
      "name": "What we offer",
      "value": "<p>• An international, open-minded team with colleagues from more than 10 countries.</p><p>• Real development opportunities and the chance to take on responsibility.</p><p>• Varied tasks with real impact on our customer service and internal processes.</p><p>• Close collaboration with Product, Engineering, and other teams – you actively shape Chrono24.</p>"
    },
    {
      "name": "Diversity@Chrono24: We believe in the power of diversity.",
      "value": "Diversity is at the core of our business culture. We firmly believe that diversity leads to a culture of tolerance and understanding. You are YOU, and that’s how it should be."
    }
  ],
  "occupationCategory": "customer_support_and_client_care",
  "recruitingCategory": null
}