Bella & Bona is a venture-capital-backed food-tech company offering a workplace food program that employees enjoy every day.
We are building a category-defining company at the intersection of food, operations, and technology. As we scale, delivering an exceptional customer experience - reliably and efficiently - becomes even more critical.
To support this, we are looking for a Customer Support Manager (German Speaker) who will take full ownership of our customer support operations.
This is not a traditional support role.
You will design and run the systems that ensure thousands of employees receive their lunches smoothly every day, while office champions and HR teams experience a professional, responsive, and reliable service.
You will be responsible for building a world-class support operation that is fast, structured, automated, and scalable.
This role is designed for someone who combines operational rigour, process thinking, and technical curiosity with the ability to execute quickly in a demanding environment.
Customer Support Specialist - German Speaking
Berlin
Full-time
Temporary
Overview
Your mission
As Customer Support Manager, your mission is simple:
Ensure every Bella & Bona customer interaction is handled quickly, clearly, and efficiently — while continuously improving the systems behind it.
You will manage end-to-end customer support across two key groups:
1. End Users (Employees ordering lunch)
Handling daily operational topics such as:
2. Champions (Office Managers / HR / Admins)
Managing operational and account-related topics such as:
But the role goes far beyond answering tickets.
You will design the processes, automations, and tools that make support scalable.
Your focus will be on:
You will operate at the intersection of customer experience, operations, and technology.
Ensure every Bella & Bona customer interaction is handled quickly, clearly, and efficiently — while continuously improving the systems behind it.
You will manage end-to-end customer support across two key groups:
1. End Users (Employees ordering lunch)
Handling daily operational topics such as:
- Delivery timing
- Order issues
- Food quality feedback
- Packaging (Vytal containers)
- Platform questions and ordering issues
2. Champions (Office Managers / HR / Admins)
Managing operational and account-related topics such as:
- Invoicing questions
- Delivery schedule changes
- Reporting and order insights
- Program setup and adjustments
- Operational escalations
But the role goes far beyond answering tickets.
You will design the processes, automations, and tools that make support scalable.
Your focus will be on:
- Structuring and optimizing support workflows
- Reducing response times and improving resolution rates
- Building knowledge bases and internal documentation
- Identifying recurring issues and eliminating root causes
- Implementing automations using modern tools and AI
- Working closely with operations, product, and logistics teams
You will operate at the intersection of customer experience, operations, and technology.
Your profile
We are looking for someone who thrives in structured, operational environments and enjoys building systems that run smoothly.
You likely bring:
You are the kind of person who:
Technical curiosity is a big plus.
Experience with tools such as:
You likely bring:
- Native or fluent German
- Strong organizational and process-thinking skills
- A high ownership mindset — you take responsibility and push things to completion
- A builder mentality — you like creating systems, workflows, and automations
- Strong attention to detail and operational discipline
- Ability to stay calm and solution-oriented under pressure
- Curiosity for modern tools, automation, and AI
You are the kind of person who:
- Sees chaos and immediately wants to structure it
- Turns recurring problems into documented processes
- Loves optimizing workflows and eliminating manual work
- Thinks in systems, not just tasks
Technical curiosity is a big plus.
Experience with tools such as:
- Zendesk / Intercom / Hubspot Service
- Notion
- Zapier / n8n
- AI tools (Claude, ChatGPT)
- Spreadsheet analysis
Why us?
- Direct impact on the daily experience of thousands of users
- Ownership of a core operational function
- Opportunity to design the support systems of a fast-growing company
- Work at the intersection of operations, food, and technology
- High autonomy and responsibility
- A fast-paced, ambitious environment where execution matters
Bella & Bona's Team Culture
• Mission-driven and long-term oriented:we focus on building a sustainable company with a clear purpose, while continuously improving how we work and deliver value
• Strong sense of teamwork:we collaborate across teams and locations, support each other, and take shared responsibility for our results
• Open, proactive, and respectful communication:we value clarity, ownership, and a solution-oriented approach in our daily work
• Reliable and committed working style:we take pride in delivering high-quality results in a dynamic environment while maintaining a positive team culture
• Continuous learning and improvement mindset:we encourage curiosity, adaptability, and personal growth through hands-on learning and feedback
• Customer-centric approach: our mission is to use technology and operational excellence to provide office teams with healthy, delicious, and convenient meals
• Strong sense of teamwork:we collaborate across teams and locations, support each other, and take shared responsibility for our results
• Open, proactive, and respectful communication:we value clarity, ownership, and a solution-oriented approach in our daily work
• Reliable and committed working style:we take pride in delivering high-quality results in a dynamic environment while maintaining a positive team culture
• Continuous learning and improvement mindset:we encourage curiosity, adaptability, and personal growth through hands-on learning and feedback
• Customer-centric approach: our mission is to use technology and operational excellence to provide office teams with healthy, delicious, and convenient meals