Support Queue and Quality Review
Director · Customer Support Manager · Remote · Germany
- Company
- Series C telehealth provider for hospital groups · 201–500 employeesCL-86484 · based in Neuss
- Where
- Remote · Germany
- Format
- Regular role
- Time needed
- 3–7 h a week
- Start
- Starts within 2 weeks
- Level
- Director · 10-15 years
- When you work
- Evenings or weekends
- Language
- English and Germanbusiness level
4 professionals have asked about this task231 tasks of this type completed on Deftridge
About this task
This Series C telehealth provider for hospital groups (201–500 employees) is looking for a director Customer Support Manager for an ongoing part-time engagement of 3–7 h a week. Reviews tickets, coaches agents and keeps response times on target.
The person who did this left, and the company would rather bring in an experienced part-timer than rush a permanent hire. It works in healthcare, so patient data is never part of the task and privacy rules are strict.
The work is fully remote. Any location in Germany works, with a few hours of overlap with the team's day. Evenings or weekends are fine, as long as the agreed weekly output is there.
What you deliver
- Review 25 tickets a week, coach the team on three themes and report response and resolution times.
- Questions collected in one thread, answered within one working day
- A short handover note when the engagement pauses or ends
- Work logged against the agreed list, so the company contact can see progress without a call
What a week looks like
- Daily: one hour at a time that suits you, inside the agreed window
- Thursday: ten-minute sync if anything is blocked
- Tuesday: weekly summary posted to the shared thread
Duration: 8 weeks, renewable. Accepted when the company contact confirms the deliverable against the written checklist. One round of edits is included.
Tools
Who fits
- 10-15 years of hands-on work as a Customer Support Manager, or the equivalent mix of roles
- Business-level German as well as English: the documents and part of the team work in German
- Comfortable working in Zendesk and Intercom
- Your own work history stays private; the company sees a first name, your field and a rate
Nice to have
- Used to short written handovers
- A habit of asking one clarifying question early rather than five late
Not included
- Work outside the scope written in the brief; extra items are quoted separately
- Anything that needs a signature in your own name unless the brief says so
- Managing other contractors or employees
How you get paid
- The company prepays Deftridge before your first hour, so payment does not depend on a late invoice.
- Deftridge pays you in EUR after the company confirms the hours or the deliverable. The payment date is written in your task agreement.
- You work as an independent contractor: you report your own income, and your recruiter sends the statements your accountant needs.
- You never chase the company. Questions about money go to Deftridge.
What happens after you say you're interested
- Within one working dayA recruiter writes to you to confirm your hours and the rate you want.
- You agree the rateYou and the recruiter fix an exact rate inside the company's range. You decide whether to go ahead.
- With your written OKThe company sees the anonymous profile below. Most companies answer within three working days.
- StartYou sign the task agreement and the company's confidentiality terms through Deftridge, and begin on the date above.
What the company sees about you
First name, field, experience, tools and the hours you offer. Not your surname, your employer or your contact details.
- Experience
- 10-15 years in operations & assistance
- Tools
- Zendesk, Intercom
- Offers
- 5 hours a week, weekday evenings
- Rate
- €48 an hour, agreed with the recruiter
How this rate compares
The midpoint of this range, €48 an hour, is above the median director Customer Support Manager rate in Germany (€45). The shaded band is the 25th to 75th percentile of the market.
All Customer Support Manager jobs in Germany · Customer Support Manager rates in Germany · Operations & Assistance jobs
Questions about pay and privacy
The rules are the same for every task. Pricing explains the 15% fee, prepayment and when you are paid; How it works covers matching, what the company sees and side work next to a job.
CL-86484 is the Deftridge code for this company. Its name is shared only after you agree to an introduction, and you decide whether to go ahead.