Remote, yet right in the thick of it: Marcel’s path to Customer Operations Manager at Purple

What made you decide to join Purple?

I previously worked in Player Support, i.e. online support for a computer game. The title differs from “Customer Support”, but there’s a lot of overlap: at its core, it’s about helping users effectively using the right tools, and that’s exactly what I enjoy. I often joke that I can channel my helper instinct in a healthy way.

I didn’t want to limit myself to gaming any longer – it’s a very specialised niche – so I started looking for support roles outside the games industry to gain new perspectives and growth opportunities. I came across your role on a job platform. The requirements matched my skill set and what I was looking for, so I applied.

How was your fully remote onboarding at Purple?

Intense, but well supported. Given the complexity and breadth of the platform, it’s challenging to grasp the whole picture at first, regardless of whether you start in the office or remotely. I’m grateful my onboarding was deliberately scoped to a smaller, clearly defined area. Kolja gave me a structured plan and introduced me early to real tickets, which helped me gain hands-on experience quickly. For me, that’s the most effective way to learn and retain knowledge.

Over time, I could expand my knowledge step by step, understand the connections better and learn who to approach for specific questions. Because Purple has grown organically, it’s impossible to see everything at once – but I was given the time and support to find my way. Being fully remote was never a disadvantage: the guidance was there, and I was able to settle in just as well as on site. I’m very grateful for that.

What do you do as a Customer Operations Manager at Purple?

I’m a central point of contact for our customers, especially when issues, questions or change requests arise. I assess urgency, analyse the problem, resolve it myself where possible or route it to the right internal teams, e.g. engineering or other specialists.

In other words, I’m problem-solver, coordinator and conduit between customers and internal teams. I ensure feedback, requests and technical topics are passed on and handled efficiently. The goal is always to resolve issues quickly, transparently and sustainably.

For larger topics – system outages, migrations or complex incident patterns – I lead the escalation, keep customer communications going and coordinate next steps. While I’m technically adept, I consciously hand over to our specialists where appropriate, remaining the customer’s transparent, reachable contact.

What does a typical day look like?

I start with a structured priorities check: review all incoming requests and assess their urgency. Time-critical items for publishers – e.g. a morning edition due to be published – get my immediate attention.

Most requests I can solve directly. If a matter is more complex, I quickly bring in the right experts and ensure smooth handling.

With highly specialised technical issues, I take on coordination: managing communication between our technical experts and the customer, keeping everyone informed and checking whether external partners should be involved. That way the right specialists handle each request and the customer gets optimal support.

What’s the most exciting project or biggest challenge you’ve worked on?

Recently I helped set up a new customer project at record speed with a few colleagues. Normally, such projects are run by the project team, but this time I was able to join as a CS manager. It was exciting because I saw how a project evolves at Purple from a completely different angle: from the first idea, through app development, to the finished web presence. The time pressure was intense – but that’s what made it so instructive.

Which moments make you most proud?

Several come to mind. Those days when you realise in the evening: I actually moved things forward today. Solving a tricky problem, closing out a stressful project and giving each other a (virtual) pat on the back.

Best of all is direct appreciation. A customer recently told me: “Your support is excellent, both technically and personally.” Feedback like that shows my energy and passion make a real difference. Internally, I also feel I’m on the right track: after just over a year, colleagues increasingly come to me with questions. That tells me I’m assessing my own capabilities correctly and have earned their trust.

What do you value most about the culture?

It may sound like a cliché, but the way we work together and roll up our sleeves. The openness is incredibly valuable. There’s a strong willingness to help – and to ask for help. With that kind of collaboration, there’s simply more potential and more room to make things happen.

If I don’t know something, I’m not shy about asking. That internal openness and willingness to help make working together very pleasant. There’s mutual understanding: everyone’s human, everyone has goals – and a life outside work. In the CS team, coordination works brilliantly; we support each other, and I love that.

What’s your tip for new colleagues?

Don’t hesitate – ask. Whether it’s “Hey, what are you working on? I’m curious,” or “I don’t get this – can you help?” Just ask, and be open.

If others know you want to learn more, they’re happy to say, “Yes, let’s look at it together.” If you’re not afraid to reach out, collaboration improves much faster and you build stronger connections – whether over coffee in the office or, like me, remotely over a call.

Also, don’t be afraid of saying the wrong thing. No one’s perfect. Everyone makes mistakes. That’s how we learn. No one expects you to know everything on day one. Purple has become a complex product; it takes time to understand all its facets and how things interrelate. The key is an open mindset: stay curious, keep learning and see constructive feedback as an opportunity.

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