Felix Starzer Email & Phone Number

Chemnitz, Sachsen, Deutschland

In my current position as "Senior Director Customer Care" I'm responsible for the functional leadership and ownership of the global support team. The global support team at Staffbase includes; - Tier 1 Support, incl. Phone, Ticketing (partially B2C, but mostly B2B)- Tier 2 Support for escalations (B2B only)- Tier 3 Support for technical consulting around APIs, Development etc. - Technical Onboarding which supports our customers with APIs and getting the product started with success Besides that, some of my ownership also includes: - Establishing Support as profit center, through Premium Support and Services (24x5 and 24x7 Support, better SLAs etc.)- Overseeing the Merger & Acquisitions for the Support Organization- Establishing and improving a multi-product-support- Cultural leadership across all regions (60 full time employees worldwide, 40 in the direct region (EMEA))- Maintaining a constant feedback channel for all KPIs across the organization - Tool review and administrationStaffbase has achieved multiple years over 97%+ CSAT with the great work of the global team.

Chemnitz, Sachsen, Deutschland

Improving the Team on a global level, for: - T1 - T3 Support, Technical Consulting & Technical Onboarding. - Managed the team for up to 50 employees worldwide- Managed three post merger integrations (incl. Zendesk Migration and Multi-Product-Support)Besides that, some of my ownership also included: - Overseeing the Merger & Acquisitions for the Support Organization- Establishing and improving a multi-product-support- Cultural leadership across all regions - Maintaining a constant feedback channel for all KPIs across the organization - Tool review and administrationStaffbase has achieved multiple years over 97%+ CSAT with the great work of the global team.

Chemnitz, Sachsen, Deutschland

- Oversee overall customer satisfaction of our support organization- Functional leadership and ownership for the global support team, as well as the technical onboarding team- After the merge with Bananatag (CA) beginning of 2021 overseeing and coordinating the merger process for both support organizations- Creating a unified Customer Care & Technical Onboarding organization with different product categories- Team size in the direct territory 25 employees, global team 40 employees- Zendesk administration & process implementation

Chemnitz

- Team size around 20 employees- Oversee overall customer satisfaction, both for onboarding and existing customers- Coordinate and scale the customer onboarding, delivery and support organization to 26 employees- Conduct regular 1:1 meetings with team members to listen to ideas, concerns and questions- Mitigate potential business risks

Chemnitz

- Oversee the first and second level support organization- Scale up the team to 15 people- Conduct regular 1:1 meetings with team members to listen to ideas, concerns and questions- Complete monthly performance reviews, and address performance issues as required- Coordinate screening/interviews to quickly fill open positions when new team members are needed- Organize internal and external training opportunities for team members, onboard new team members- Ensure conversations are handled within SLA timeframes. Help team members by guiding them to the resources needed to answer their questions, provide tips on the best way to handle tricky situations, and handle escalations from customer requests- Collect customer feedback, prioritize and efficiently communicate feature requests- Advise enterprise customers and lead tech calls on the integration capabilities, future developments and potential issues

Chemnitz Und Umgebung, Deutschland

- Planning and implementation of IT infrastructure medium sized companies and schools- Implementation of high performance clusters for universities as well as research facilities- Troubleshooting and support during the implementation phase and afterwards with B2B customers- Documentation of the above