Team Lead Customer Service & Support

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

📋 Description

• Lead the Customer Success team with expertise and organizational oversight.

• Assist in the growth and support of team members in their daily tasks.

• Facilitate regular meetings for feedback, development, and goal-setting.

• Plan resources and manage deployment within the team.

• Maintain high standards of service and response quality.

• Foster a positive, solution-driven mindset that encourages collaboration across teams.

• Strategically manage and enhance existing customer relationships.

• Handle escalations for urgent customer inquiries or project challenges.

• Ensure high levels of customer satisfaction and promote sustainable retention.

• Provide assistance with complex technical or organizational matters.

• Identify opportunities for optimization and development tailored to customers.

• Collaborate closely with Consulting, Project Management, Sales, and Development teams.

• Advance the internal service and support processes.

• Define and track key performance indicators (KPIs) and service levels.

• Streamline ticketing, communication, and escalation processes.

• Establish and uphold standards, documentation, and best practices.

• Aid in the implementation of new processes, tools, and structures.

• Contribute to the evolution of the Customer Success strategy.

⛳️ Requirements

• A completed degree in Business, Business Informatics, Business Administration, Computer Science, or a related field.

• Several years of relevant experience in Customer Success, ERP settings, IT support, consulting, or project management.

• Initial leadership experience, either technical or managerial, with teams.

• Exceptional communication and organizational abilities.

• Strong focus on customer service and satisfaction.

• Familiarity with ERP systems or complex software solutions.

• A structured, analytical, and solution-oriented approach to work.

• Confident demeanor and professional interaction with customers and internal stakeholders.

• Experience with ticketing, CRM, or service management systems is advantageous.

• Good understanding of commercial and operational processes.

• Proficient in written and spoken German.

🏝️ Benefits

• Permanent position offering flexibility in working hours and location to enhance your work-life balance.

• Mentorship program and tailored onboarding plan for new hires.

• Opportunities for training aimed at professional and personal growth.

• A responsible and stimulating work environment with diverse tasks within a dedicated team.

• Excellent working atmosphere with amiable colleagues.

• Company and team events, along with fitness options available in the main building.

• Ergonomic workstations equipped with modern technology.

• Flat hierarchies and quick decision-making processes.

• Casual culture (first-name basis) fostering a family-like environment.

• Options for device leasing and bicycle leasing.

• Company pension scheme.

• Available parking spaces for cars and bicycles.

• Bonuses for vacation and Christmas.

• Bonus schemes.