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After Sales Support Lead

About us 

Mitte is on a mission to provide healthy hydration for Every Body. Having created the world’s first smart water system inspired by the natural water cycle, we are driven to reinvent the way water is consumed globally. Our solution allows users to create personalized mineralized water at home, giving them control over their drinking water while minimizing plastic wastage. We are launching in 2020 and our product offer will be extended into an ecosystem covering all user touch-points from home, on-the-go, and at work.

The Role

It’s an exciting time to join Mitte. As we move closer to our launch date, we are looking for an After Sales Support Lead to join our team. With your experience, eagerness to learn, and passion for problem-solving, you will be working closely with the Operations team and key stakeholders across the organization to develop, implement and lead After Sales and Customer Support processes. Join our amazing team in Berlin and help us bring Mitte to the world!

Responsibilities

  • Build up, lead, and train Mitte’s After Sales teams to meet and exceed defined targets for this position
  • Develop and implement After Sales and Customer Support processes, select, setup, and maintain required tools and systems (e.g. CRM, customer support portals, return processes, etc.) in collaboration with other stakeholders – Marketing, Sales, Finance, and Engineering
  • Setting up return management processes in close collaboration with relevant stakeholders and external partners
  • Create customer-specific support documentation to cover all potential customer pain points throughout the customer journey (this includes but is not limited to the following processes: ordering, on-boarding, product troubleshooting, and other areas as needed)
  • Maintain continuous contact with customers to obtain feedback regarding product and service quality
  • Set up KPI’s to identify changes
  • Set up processes to communicate customer problems to the relevant stakeholders
  • Assist customers in resolving issues and complaints concerning purchased products or services
  • Provide reporting to management on all agreed KPIs
  • Ensure compliance with all general and company policies, including GDPR

Your Profile

  • 5 years of hands-on experience building and leading After Sales support teams ideally for a startup and or consumer electronics
  • Demonstrated ability to set up processes and infrastructure for all aspects of After Sales support including the selection of tools and platforms, the definition of data models
  • Strong empathy for the customer combined with an ability to triage a variety of support requests
  • Strong analytical skills
  • Efficient communicator with proven ability to explain complex technical issues in simple terms
  • Experience with customer retention techniques and returns management is desirable
  • Fluent verbal and written communication in English

Why Mitte? 

Our culture and values are central to Mitte’s philosophy. Every day we embrace a more diverse workforce and inclusive environment. We encourage everyone to bring their true selves to work. In addition, you can expect:

– Competitive salary- Flexible working hours
– Regular team events
– A flexible learning budget of 1,000 EUR per year
– A modern office space with roof terrace in central Kreuzberg
– A membership for Urban Sports Club
– Reduced fare BVG ticket
– 28 vacation days

Mitte is on a mission to provide healthy hydration for Every Body. Having created the world’s first smart water system inspired by the natural water cycle, we are driven to reinvent the way water is consumed globally. Our solution allows users to create personalized mineralized water at home, giving them control over their drinking water while minimizing plastic wastage. Our offer will be extended into an ecosystem covering all user touchpoints. Our process works in two simple steps. First, it purifies water with a proprietary distillation-based method. After the purification, the water is enhanced through a unique, patent-pending mineralization process, where purified water flows through a cartridge that contains several layers of mineral ingredients. Mitte was initiated at the beginning of 2016. Our international team consists of members from over fifteen countries across six continents and is backed by experienced global investors, who share our sustainable vision. We are an entrepreneurial group, excited about using engineering and design to bring innovative and sustainable products to the market.