Team Lead, Support & Service – B2B Health

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

📋 Description

• Enhance First-Level Support utilizing the “One Door” approach and initiate organization-wide scaling initiatives.

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

• Evaluate metrics, data, and trends, employing AI tools such as Claude and Gemini.

• Assess and continually enhance existing processes.

• Oversee and track KPIs, operational goals, and OKRs, and identify improvement strategies.

• Deliver regular reports on performance and target achievements to pertinent stakeholders.

• Ensure effective daily operational service management, covering ticket resolution, SLA adherence, and escalation handling.

• Provide leadership and professional development for a team of ten, including the functional team lead.

• Foster employee growth 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 deploy automation and AI solutions, further enhancing AI agent/chatbot services for customer support.

⛳️ Requirements

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

• Ideally, around 2 years of initial experience in a leadership or team lead position.

• Extensive hands-on experience with HubSpot, preferably as a former key user.

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

• Capability to convert strategic directives into actionable operational processes.

• Strong expertise in processes, with experience in analyzing, evaluating, and effectively enhancing them.

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

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

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

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

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

• Outstanding communication skills and a strong aptitude for problem-solving.

• Very good proficiency in both written and spoken German and English (C1).

• High resilience and adaptability in a dynamic, agile working environment.

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

🏝️ Benefits

• Approachable managers and transparent communication – at Lingoda, every voice counts!

• Company events and colleagues eager to connect, plus budgets for team-building activities!

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

• A well-organized 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 fund as we encourage our employees to grow.

• Complimentary access to our language courses.

• Mental health support programs.

• Employee benefits and pension plans.

• Discounted Urban Sports memberships across the EU.

• Public transport discounts in Berlin.

• 30 days of annual leave.

• Free snacks and beverages in the office.

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

• Flexible working hours.

• Contracts with a two-year term.