Team Lead Support Excellence & Experience (all genders)(EN)

Team Lead Support Excellence & Experience , full‑time, permanent, based in Germany. Start ASAP. Remote‑first – choose hybrid or on‑site near a location.

RESPONSIBILITIES

The role involves full ownership of our Support Excellence & Experience function and leading a team of five managers. You will ensure that technical and commercial support work seamlessly together, creating clear structures and aligning operations with customer satisfaction and performance KPIs. Your duties include running a stable and scalable support operation – from forward‑looking shift and capacity planning to training and coaching agents – while continuously optimizing processes and driving automation initiatives. A strong focus is the development of the entire support journey: enhancing tools and chatbots, overseeing rating management, and maintaining high‑quality process documentation, an external knowledge base, and self‑service solutions.

Additionally, you will contribute to and lead company‑wide projects related to support initiatives, turning support into a competitive advantage for the entire company.

What Convinces Us

• extensive leadership experience in customer support and customer experience management, with full ownership of performance, strategy and results
• 10+ years of professional experience, with at least 3 years in a senior leadership role with overall management responsibility
• experience in the hosting industry and familiarity with tools such as Freshdesk or Zendesk are advantageous
• strong expertise in process excellence, automation and AI‑driven optimization initiatives
• data‑driven decision‑making mindset with deep understanding of customer satisfaction and performance KPIs
• degree in Business Administration or a comparable field
• fluent in English; German is a plus

Awesome Prospects

• great freedom for your creative ideas
• ongoing professional and personal development opportunities in an innovative and technological environment
• a comprehensive induction with your colleagues by your side
• modern and conveniently located workplaces at our European locations
• remote or hybrid working opportunities with the same technical equipment at home as in the office
• flexible working hours for a healthy work‑life balance
• 30‑day vacation by default
• the possibility of working in our summer office in Mallorca, as well as from any EU country
• an extra day off to get involved in social activities as part of our Volunteer Day
• attractive conditions on many products and services through our corporate benefits program
• unforgettable moments at our company events and team events