Description
As Team Lead Customer Support DACH, you will lead a team of Customer Support Agents serving German-speaking customers. Your role is to support your team in delivering great customer experiences, achieving strong operational results, and continuously improving the way we work.
You will balance people leadership, performance management, customer advocacy, and continuous improvement while acting as the bridge between your team, our customers, and the wider organization.
Your 12-Month Journey During the first 3 months: You will immerse yourself in Tellent’s products, customers, processes, and support operations. You'll build relationships with your team, stakeholders, and cross-functional partners while gaining a deep understanding of our KPIs, workflows, and customer needs.
Within 6 months: You will confidently lead your team’s day-to-day operations, own market performance, and drive improvements through coaching, quality initiatives, and process optimization.
After 1 year: You will be recognized as a trusted leader within Customer Support, consistently delivering strong team and customer outcomes.
What You'll Be Doing
- Lead Team Performance: Drive key support metrics including CSAT, response times, quality assurance scores, productivity, and backlog management.
- Coach and Develop Your Team: Conduct regular 1:1s, performance conversations, and coaching sessions that help team members grow professionally.
- Own Escalations and Customer Outcomes: Take ownership of complex customer situations and escalations.
- Drive Continuous Improvement: Identify trends, recurring challenges, and opportunities in your market to improve customer experience, processes, tooling, and team effectiveness.
- Customer Advocacy: Surface customer feedback and market insights to Product, Operations and the DACH commercial team.
- Cross-Functional Collaboration: Partner closely with Technical Support, Product, Customer Success, Sales, and Operations.
What You Bring
- People Leadership Experience: Proven experience leading, coaching, and developing customer-facing teams in a SaaS, technology, or customer support environment.
- Operational Excellence: Strong understanding of support operations, service metrics, workforce management, and performance management.
- Customer-Centric Mindset: Ability to balance customer needs with business priorities while maintaining high standards of service.
- Analytical and Data-Driven Approach: Comfortable working with KPIs, dashboards, and performance data to drive decisions and improvements.
- Ownership Mentality: Proactive, solution-oriented, and confident making decisions in a fast-paced environment.
- Stakeholder Management: Ability to influence and collaborate effectively across teams and levels of the organization.
- Communication: Fluent German and English, both written and spoken.
What We Offer
- Primarily remote working with flexibility and opportunities to connect with the team
- Diverse and international team environment
- Annual compensation range: 200000-225000 PLN/year (+ VAT where applicable)
- Time off for employment contract (UoP): 26 paid holiday days + 2 wellbeing days
- €1500 annual learning budget
- Wellness perks including Multisport and private healthcare (LuxMed)
- Work from anywhere for up to 4 weeks per year
- Apple MacBook, displays, and all the tools you need to succeed
- €200 home office budget + work-from-home allowance