About You SE & Co. KG | Germany | 20xxx Hamburg | Permanent position | Full time | Published since: 05.02.2026 on stepstone.de
Teamlead Customer Service Processes & Knowledge (m/f/d)
Our customer service team is responsible for controlling our external call center. The team ensures the best possible customer support and satisfaction and continuously develops our service offering. As a team leader (m/w/d) Customer Service Processes & Knowledge, you will be responsible for the analysis, optimization and control of central customer service processes and for the further development of our knowledge structures. You work closely with internal stakeholders and actively shape the strategic development of our customer service setup. .
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Your tasks • Your profile • What we offer
Responsibilities Technical and disciplinary leadership of the team “Customer Service Processes & Knowledge” Analysis, standardization and continuous optimization of customer service processes KPI-based performance monitoring and derivation and implementation of optimization measures Responsibility for building, maintaining and developing the Knowledge Base Responsibility for efficiency and quality in internal load level ticket processing and fast incident management Active management of cross-departmental projects to increase efficiency, automation and improve customer experience Close cooperation with adjacent teams (including BPO Steering, Markets, Controlling, Accounting, Tech)
Requirements Multiannual relevant professional experience in the customer service environment, ideally focusing on processes, knowledge or operations Management experience as well as an analytical, process and detailed working style Strong KPI and numerical understanding as well as data-driven mode of operation Very good communication and team skills High sense of responsibility and independence Very good knowledge of German and English in word and writing Experience with CRM systems (ideally Zendesk)
Flexible working hours Occupational pension 40% discount in our online shop Organic fruit and beverages Free language courses (German & English) Free Sports (Football, Volleyball, Yoga) & Benefits of Fitness Offers Mobility grant Free choice of hardware and operating system (Mac, Windows) also for private use Modern office near Hamburger Rathaus Agiles working environment and cross-functional teams Dogs allowed Further education
Location
 | About You SE & Co. KG | |
| 20095 Hamburg | ||
| Germany |
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