Team Lead / Head of Customer Support (m/f/d)

As a Team Lead/Head of Customer Support, you are responsible for supporting our products Afterbuy and DreamRobot. You carry on, develop and structure our support teams professionally and disciplinefully. You are responsible for the operational control of all support channels (e-mail, telephone, forum) as well as compliance with defined service levels and quality standards. You analyze support key figures, such as reaction time, solution time and customer satisfaction, and thereby initiate concrete improvement measures. You opt for processes, structures and tools to ensure efficiency, quality and scalability. You take over escalation management in complex customer concerns and ensure sustainable solutions. You work closely with product management, development and sales to systematically incorporate customer feedback into the further development of our software. You build a proactive, solution-oriented support culture that understands customer satisfaction as a strategic success factor.

For us, your leadership experience in customer support and your understanding of SaaS and e-commerce processes are more than formal qualifications. You have several years of experience in a leading role in support or customer service. You work data-driven, number-oriented and meet decisions structured and pragmatic. You bring a pronounced service and customer orientation as well as a clear communication strength. You are delighted to develop teams, take responsibility and make changes active. Very good expressiveness (written and oral) as well as excellent knowledge of German and good knowledge of English complete your profile.

An attractive working time model with sliding time. Varied and strategically responsible tasks with high personal responsibility. The free space to develop and shape the support area independently. A long-term perspective in the growth market e-commerce. A great working climate with flat hierarchies and fast decision-making. Work in a dynamic and open-minded team. Centrally located and modern office rooms with good connection to the ÖPNV. Free coffee, regular team matches and soft drinks. Access to employee offers with discounts on hundreds of brands. Regular corporate events