Service Manager Assist

Location: Norderstedt (hybrid)

Contract: Permanent, full-time

Language: English

Serrala is a global player in the financial software industry with nearly four decades of experience in empowering businesses to optimize their financial operations. Our core strength lies in our solutions that are designed to make financial processes easier, more efficient, and smarter.  

With a substantial client base of over 2,500 clients in over 70 countries worldwide, we have earned the trust of a diverse global community that trusts our innovation.

If you're curious to dive deeper and explore the work we do, we encourage you to take the next step by applying for a position with us!

About the role: 

Join a global leader in B2B FinTech and be part of a collaborative team driving innovation in financial automation. With offices across Europe, North America, and Asia, Serrala delivers future-ready software solutions to clients worldwide.

As a Technical Support Specialist, you’ll provide essential support to our global customers, working with colleagues and partners to diagnose issues and ensure timely resolution. Strong communication and a proactive approach are key to success in this role.

Your Day to Day: 

• Customer Experience Ownership: Act as the primary owner of the customer experience for the Assist service, ensuring high satisfaction and value realization.
• Process Management: Refine and document operational processes, drive consistency across delivery teams, and ensure alignment with overall service objectives.• Operational Oversight: Track and monitor day-to-day operations, ensuring process adherence and proactive issue resolution.
• SLA Management: Define, monitor, and report on internal Service Level Agreements (SLAs) to ensure service quality and timely delivery.
• Transparency: Provide regular updates and insights to internal stakeholders through structured reporting and dashboards.
• External Reporting: Orchestrate the creation and delivery of reports and updates to customers, ensuring clarity and professionalism in communication.
• Continuous Improvement: Identify opportunities for service improvement, scalability, and efficiency across the service lifecycle.  

Qualifications:

• 3-5 years of experience in service delivery, customer success, operations, or consulting - ideally in a B2B software or SaaS environment
• Strong understanding of service management processes and customer lifecycle• Proven experience with cross-functional collaboration and process ownership
• Excellent organizational, analytical, and communication skills
• Hands-on experience with reporting tools and dashboards; familiarity with tools like Jira, Freshdesk, or Salesforce is a plus
• A proactive, customer-focused mindset with a drive to improve
• Fluent in English; German is a plus

Why you’ll love it here

Step into a dynamic, agile workplace where continuous learning is championed by leadership, and innovation in finance automation is fuelled by cutting-edge tech, AI integration, and strategic SAP transformation. We partner with the best to stay ahead - so you can too.

At our core, we're Reliable, Passionate, Empowering, and Enterprising - committed to lasting customer and employee relationships, bold innovation, and your growth every step of the way.

EEO Statement

We are proud to be an equal opportunity workplace. We celebrate and support diversity by providing equal employment opportunities regardless of race, creed, color, religion, age, sex, national origin, disability or handicap, genetics, protected veteran status, sexual orientation, gender identity or expression, arrest record, or any other characteristic protected by federal, state, or local laws.

To all recruitment agencies

Serrala does not accept agency resumes. Please do not forward resumes to our job alias, Serrala employees or any other organization location. Serrala is not responsible for any fees related to unsolicited resumes.