Customer Support Team Lead – Europe

Stellenbeschreibung:

Lead, coach, and develop a team of Customer Support Agents
Monitor performance, quality, and customer experience metrics
Support day-to-day operations and help the team navigate complex customer situations
Partner with other departments to improve processes and customer outcomes
Identify operational inefficiencies and propose practical solutions
Utilize AI tooling to boost the team’s impact
Help shape the future of our support organization through continuous improvement initiatives

Previous experience in Customer Support, ideally within a leadership, coaching, or senior support role
Experience in technical troubleshooting, escalations, and difficult conversations with customers, with a strong plus for gaming/game server hosting environments
Strong communication and people-management skills
A willingness to challenge assumptions and advocate for improvements
Comfort working in a fast-paced environment where priorities can evolve quickly
A proactive mindset and a desire to take ownership rather than wait for direction
Fluency in English, German is a plus
An interest in gaming, server hosting, technology, or online communities is a strong plus