Client Experience & Support Manager

Nexxiot is digitalizing freight asset management with technology that now oversees the world’s most extensive network of connected intermodal containers and railcars.

Clients gain access to unparalleled real-time data, which streamlines fleet management and automates logistics processes. Nexxiot devices, built for resilience, withstand extreme conditions and provide long-term, detailed insights into cargo events, including impacts, delays, safety and security incidents, and loading activities.

Based in Zurich, Switzerland, Nexxiot’s influence extends globally. Our team, comprised of industry experts, operates from offices in Europe and North America and maintains a presence in a majority of depots, ports, and rail yards.

To learn more about how Nexxiot is leading the value generation for the rail industry, please visit www.nexxiot.com.

About the Role:

As a Client Experience and Support Manager, you will be responsible for managing Service Desk operations, handling L1 & L2 technical support, and ensuring seamless issue resolution. Your role is critical in enabling customers to use our solutions effectively, ensuring they harness the full potential of our products.

This position requires a strong mix of technical expertise, customer engagement, and cross-functional collaboration. You should have a structured and detail-oriented approach, excelling in process management and guaranteeing that every ticket is resolved to the highest standard, with meticulous attention to detail and no compromises on quality. You are proactive, communicative, and thrive in customer interactions, always aiming for efficiency and continuous service improvement.

Key Responsibilities:

• Ensure customers can fully utilize our solutions, providing guidance, troubleshooting, and proactive support.
• Provide L1 & L2 technical support, diagnosing and resolving hardware, software, and connectivity issues.
• Act as a subject matter expert, delivering first-class customer support with a focus on reliability, engagement, and success.
• Develop and maintain a knowledge base to improve self-service and support efficiency.
• Manage incoming service requests and incidents, ensuring timely response and resolution.
• Track and resolve tickets using service desk tools (e.g., Jira, Zendesk, or similar) with a process-driven mindset, ensuring issues are fully resolved before closure.
• Conduct root cause analysis (RCA) and escalate critical issues to L3 support or relevant departments.
• Continuously analyze customer needs and feedback to recommend service improvements.
• Manage expectations and ensure service levels and timelines are met across product layers and the customer lifecycle.
• Drive cross-functional communication and work closely with Product Owners and Commercial teams to funnel customer feedback and influence product development.
• Apply a fail-forward mindset, continuously learning and improving support processes.
• Identify opportunities for efficiency gains and suggest improvements to internal workflows.
• Maintain a highly structured and exact approach to work, ensuring precision in problem-solving and documentation.
• Take a proactive and extroverted approach to customer engagement, fostering strong relationships and clear communication.

Required Skills & Qualifications:

• You have relevant experience and technical expertise, with a proven ability to excel in this role—formal education is a plus but not required.
• Minimum three years of experience in a client-facing technical support or service desk role, ideally in logistics, information technology, or other relevant areas.
• Natural self-starter with a proactive approach, taking responsibility and pursuing targets with passion, ambition, and persistence.
• Strong conceptual and analytical thinking skills, combined with a deep understanding of customer needs, bridging technology with customer requirements.
• Passionate about technical solutions, eager to learn and develop technical skills, and driven to solve complex issues.
• Excellent problem-solving skills, able to diagnose and troubleshoot L1 & L2 technical issues efficiently.
• Experience with CRM software, MS Office products, and service desk/project management tools (ideally Jira & Zoho).
• Experience with development tools such as DynamoDB, Grafana, Granit DB, or similar is a plus.
• Fluent in both English and German (spoken and written), with excellent communication skills for both technical and non-technical audiences.
• Strong customer engagement skills, enjoying interaction with people while being hands-on with technology.