Senior Hotline Specialist - Germany.

Your mission

• You steer the daily performance of our external hotline service providers, so customers and installers get fast and helpful support.
• You define and refine service standards, SLAs, targets and escalation procedures, and track KPIs such as answer rate, speed of answer, abandonment rate, first-contact resolution and customer satisfaction.
• You run regular performance reviews with providers, spot gaps and agree on corrective and preventive action plans.
• You work hand in hand with technical support and service operations, so complex cases reach the right team without delay.
• You turn call volumes, peak-hour demand, complaints and service trends into dashboards, management reports and smarter resource planning.
• You drive continuous improvement across hotline systems, CRM, ticketing, call routing and monitoring tools, and share customer insights with teams across after-sales.

Your profile

• You bring experience in customer service, call center or service provider management, ideally in energy, solar, storage or a related technical field.
• You are confident with KPIs, SLAs and performance reviews, and you know how to turn numbers into clear actions.
• You enjoy working with data and reporting tools, and you build dashboards that people actually like to read.
• You are familiar with CRM platforms, ticketing workflows and call routing, and you spot chances to make them better.
• You communicate clearly and diplomatically, and you can handle escalations and contractual performance discussions with a calm head.
• You work well with colleagues across technical support, service operations and external partners.
• You speak German and English at C1 level; other European languages are a plus.