Customer Support Quality Analyst (m/f/d) – Highly Technical Support Area

🚀 Great to see you’re interested in Traffective!

Your Role

You make sure that our own customer support runs smoothly, efficiently, and with a strong focus on our users. We support our publishers, partners, and platform customers, not as an outsourced service for third parties but as part of our product offering. Support quality is essential for our business.(see “About Us” section of this job description).

Your goal: Every support request is fully documented, handled correctly, and resolved with a consistently high quality standard.

You work closely with the Support, Key Account Management and Product/Dev teams – reviewing tickets, analyzing data, and identifying improvement measures. You always keep an eye on processes, tools, and customer satisfaction.

Concretely, this means:

●      You regularly review support tickets for completeness, communication tone, and compliance with defined processes

●      You ensure that time tracking, ticket fields, and SLAs are properly maintained and followed

●      You develop and maintain a scoring system for ticket quality and process compliance

●      You analyze support KPIs such as response time, resolution time, and CSAT results

●      You identify patterns in customer feedback and derive clear improvement actions

●      You provide structured feedback to the support lead and assist with coaching or training measures

●      You work with team leads to continuously improve workflows, tool setups, and standards

●      You document results transparently and ensure that quality remains measurable in daily operations

You bring precision, structure, and a strong sense of customer expectations – making sure our support doesn’t just work, but truly stands out.

Your Skills

Several years (4-6) of experience in customer support, ideally with a focus on quality assurance, process management, or support operations

●      Confident use of common support tools such as Jira and Confluence

●      Strong attention to detail and accuracy – you spot inconsistencies immediately and ensure strict process compliance

●      Analytical and structured way of thinking with a high commitment to quality

●      Ability to give feedback immediately, clearly, constructively, and solution-oriented

●      Excellent communication skills are mandatory – written and verbal, in both German and English

●      Experience with reporting tools (e.g. Excel, Google Data Studio, or Power BI)

●      Solid understanding of key support metrics (e.g. CSAT, response time, resolution time)

Additional Plus Points

●      Experience in setting up or optimizing support processes

●      Knowledge of automations, macro management, or workflow design

●      Experience working in cross-functional, remote-based teams

●      Interest in data analysis, customer satisfaction, and continuous process improvement

What We Offer

What you get – in concrete terms

●      100% Remote work possible. You’re fully part of the team processes, no matter where you work from.

●      Direct access to decision-makers – you work with people who can make things happen, without long loops or unclear responsibilities.

●      Transparency in project work – open boards, regular syncs, structured reviews. You always know what’s going on.

●      Clear roles and processes – everyone knows their responsibilities. No artificial barriers or turf thinking.

●      A stable technical setup – clean interfaces, solid documentation, and pragmatic, continuous development.

And beyond that:

●      28 vacation days plus December 24th and 31st off

●      Medicover healthcare

●      Two company-wide events per year

●      Four paid trips to Munich each year, organized by the company

●      An annual birthday gift

What Happens After You Apply

We care about clarity and transparency on both sides.Our process includes four steps:

1. First interview (approx. 30 minutes, video call)→ Short introduction, exchange about motivation, expectations, and general conditions

2. Second interview (50–60 minutes, video call)→ In-depth conversation with your future manager – focus on working style, problem-solving, and communication

3. Skill test and personality assessment (120- 150 minutes video call + online)→ On-site or remote (for international applicants) – includes a real-life case study, e.g.: reviewing and evaluating closed tickets, deriving insights, and explaining how you would communicate them internally and externally

4. Final interview→ Discussion of the overall results and contract details

You’ll receive clear, honest feedback after each step. We keep our hiring process efficient, structured, and straightforward.

About Us

Right in the heart of Munich, above Kunstlabor 2 at Stiglmaierplatz, you’ll find Traffective.Since 2009, our international team of 40 people has been shaping the digital media landscape. Our mission: to empower publishers, journalists, and bloggers with smart solutions that enable sustainable monetization – supporting diversity and freedom of speech.

Team spirit, transparency, and honest feedback define our culture. Flat hierarchies, direct communication, and a mindset of continuous learning make us who we are.With our self-developed monetization platform, we combine cutting-edge technology with excellent customer service – creating real value for publishers and advertisers alike.

Sustainability matters to us beyond business: we also support local social initiatives, because we believe that business and responsibility should go hand in hand.

Sounds like the right place for you?Then join our team and bring your ideas to life!

Apply now with your CV and a short motivation letter using the link above – we look forward to meeting you.