Customer Support Team Lead – Sports & Health Industry

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

📋 Description

• Provide functional and organizational leadership for the customer support team, including personnel responsibility.

• Support the professional growth and development of team members.

• Address and escalate complex customer inquiries as necessary.

• Assist customers via phone and email with queries regarding products.

• Efficiently and professionally resolve issues related to orders, returns, and technical matters.

• Work closely with the Logistics, Returns, and Support teams.

• Maintain and update the ticketing system, ensuring all inquiries are fully documented.

• Analyze service metrics, including response times and customer satisfaction levels.

• Identify and implement measures for improvement.

• Continuously enhance customer service processes and workflows.

⛳️ Requirements

• Exceptional German language skills at a native-speaker level, both written and verbal.

• Previous experience in customer support is essential, preferably within e-commerce or a similar field.

• Initial experience in leading or mentoring staff is an advantage.

• Ideally located in Germany.

• At least two years should have elapsed since completing your most recent vocational training or degree; applications from candidates without formal qualifications are also welcomed.

• Possess a friendly, helpful, and patient demeanor.

• Strong problem-solving capabilities.

• Reliable, self-motivated, and well-organized work style.

• Eagerness to pursue personal and professional development.

• Basic technical knowledge of sports equipment.

• Comfortable using a laptop, tablet, or smartphone, as well as commonly used tools like ticketing systems, email, and office software.

• Willingness to submit a résumé along with a brief introductory video.

🏝️ Benefits

• 100% remote / location-independent work.

• Permanent employment contract.

• 24 days of annual leave.

• Bonus system.

• Opportunities for professional and personal development.

• Chance to develop your leadership role and take on additional responsibilities.

• High level of autonomy and the ability to shape processes.

• Dynamic team culture without a rigid 9-to-5 mentality.

• Free access to sports equipment.