Customer Service Team Lead

This is a fully remote position, open to applicants in Germany.

📋 Description

• Enhance the first-level support function through a “One Door” strategy and prepare it for expansion throughout the organization.

• Develop and refine operational workflows in HubSpot, including AI routing, taxonomy/labeling, and other automation processes.

• Utilize AI tools to analyze metrics, data, and trends to facilitate the ongoing enhancement of the team and processes.

• Assess and consistently improve existing workflows.

• Oversee and monitor KPIs, operational targets, and OKRs, and identify measures for improvement.

• Deliver regular reports on performance and target achievement to relevant stakeholders.

• Manage the daily operations of customer service, ensuring ticket handling, SLA compliance, and escalation management are effectively executed.

• Provide leadership and support in developing a ten-person team, including the functional lead.

• Foster employee development through training, coaching, and personalized development initiatives.

• Act as the primary user for the department and coordinate regular key-user meetings.

• Enable and train the team's key users.

• Collaborate with the Application, Data, and Product teams to implement automation and AI solutions, as well as further develop AI agents and chatbot solutions for customer service.

⛳️ Requirements

• Minimum of 4 years of professional experience in customer service or support.

• Ideally, about 2 years of experience in a leadership or team lead role.

• In-depth practical experience with HubSpot, preferably as a former key user.

• Strong technical comprehension of the HubSpot platform and its functionalities.

• Capability to convert strategic guidelines into specific operational procedures.

• Strong process knowledge, with the ability to analyze, assess, and enhance processes efficiently.

• Experience in managing KPIs, operational targets, and OKRs.

• Interest in AI and automation; ideally, experience in deploying AI agents or chatbots in customer service.

• Proficient and confident in utilizing AI tools such as Claude or Gemini.

• Strong project management capabilities and experience in cross-functional collaboration, particularly with technical teams.

• Excellent people management abilities with experience in delivering coaching and training programs.

• Outstanding communication and problem-solving skills.

• Proficient in both written and spoken German and English (C1 level).

• High resilience and adaptability within a dynamic, agile work setting.

• Experience in a start-up or scale-up environment is advantageous.

🏝️ Benefits

• Accessible managers and open communication—at Lingoda, every voice counts!

• Company events and a collegial environment where team-building activities are supported with budgets.

• An inclusive atmosphere with a strong team spirit and a passion for languages.

• A well-structured and engaging onboarding process designed to ensure your success.

• The flexibility to work from home or from our office located in the heart of Berlin.

• An education budget because we are committed to the growth of our employees.

• Complimentary access to our language courses.

• Mental health programs available.

• Company social benefits and pension plans.

• Discounted Urban Sports memberships across the EU.

• Public transportation discounts in Berlin.

• 30 days of annual leave.

• Complimentary snacks and beverages in the office.

• Modern hardware necessary for your work (not applicable to freelancers).

• Flexible working hours.

• All contracts, whether freelance or standard German employment contracts, commence with a two-year term.