Manager Relation client SaaS H/F

Manage the internal Level 2 Customer Care team by setting individual and collective objectives, conducting 1:1s, and tracking metrics like resolution rates and productivity. Supervise the external Level 1 partner by defining SLAs, monitoring contractual KPIs, and leading corrective action plans. Oversee complex escalations and sensitive situations while driving continuous improvement through knowledge base maintenance and process standardization. Collaborate cross-functionally with Product, Tech, and Operations to streamline client resolution and automate simple flows. Requires 5+ years managing Customer Care teams in B2C/B2B SaaS environments with external partner experience. Salary range 50K€-55K€; 2 days remote weekly.