Customer Service Manager (m/f/d)

• Become Customer Service Manager (m/f/d) at Retarus.
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Retarus is a worldwide provider of cloud-based messaging solutions at enterprise scale. We serve over 40% of the companies listed on the S&P Global 100, e.g. Adidas, Bayer, SAP, BNP Paribas, Goldman Sachs, T-Systems, Swarovski & UPS, as well as governmental agencies and major players in markets across the world. Privately owned and founder-managed for over thirty years, Retarus is customer-oriented, stable, a fair employer, and a strategic business partner with a long-term vision. With some 500 employees in 19 offices on four continents, Retarus operates locally and thinks globally: our teams are organized across borders and are highly integrated. This makes Retarus a multicultural, multilingual, and engaging workplace. We are committed to creating a diverse and dynamic environment for our employees, with generous compensation, time off, and a global, collaborative workplace.

• What we offer
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• •Mobile working and flexible working time
• •Collaborative, diverse company culture and superior team spirit
• •Flat hierarchies and great feedback culture
• •Development opportunities & career perspective
• •International business & cross-site collaboration
• •Modern, dog-friendly offices with nice amenities
• •Company-paid health insurance, public transportation, lunch vouchers and further benefits

• What you´ll do
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• •Act as the primary point of contact for selected national and international Service Management customers
• •Ensure high customer satisfaction and deliver an excellent end-to-end customer experience
• •Serve as the central interface between customers, Service Management, and technical teams
• •Represent customer interests in line with Retarus standards, culture, SLAs, and compliance requirements
• •Oversee the full technical customer lifecycle and ensure consistent, high-quality service delivery
• •Monitor KPIs and contractual targets and ensure adherence to defined service standards
• •Prepare service reports and lead service review meetings with customers and internal stakeholders
• •Actively manage customer escalations and act as the key escalation point for critical incidents and issues
• •Coordinate internal and external communication throughout the customer lifecycle and during incidents
• •Ensure compliance with regulatory and audit frameworks such as SOC 2 and ISAE 3402
• •Provide regular reporting to the Director Service & Solutions on performance, escalations, and improvement areas

• What you'll need
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• •Successfully completed commercial or technical training or a degree in Computer Science, Business Informatics, Engineering, or a related field
• •At least 3 years of professional experience in Service Management, ideally within an IT-driven environment
• •Solid understanding of IT service management principles and processes
• •Familiarity with project management tools, methodologies, and frameworks such as ITIL or ISAE 3402
• •Experience in managing complex customer relationships and service delivery in a regulated environment
• •Initial experience in leading teams, projects, or acting as a deputy
• •Strong analytical and organizational skills with the ability to manage multiple priorities
• •A proactive, solution-oriented mindset and strong communication skills
• •Ability to manage escalations and critical situations in a structured and confident manner
• •Commitment to continuous learning and professional development
• •Certifications in IT service management or project management (e.g., ITIL, PMP, PRINCE2) are a plus
• •Fluency in English; additional languages are an advantage

• What you can expect
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At Retarus, you will work on impactful and dynamic projects, with real opportunities to make a difference. Our customers are leaders across diverse industries, wit