Customer Service Team Lead – Deutschsprachig

Role Overview

• Lead a German-speaking team to ensure excellent customer service across all channels
• Professionally and empathetically handle escalated complaints and complex inquiries
• Achieve and exceed KPIs related to quality, efficiency, and customer satisfaction
• Work closely with internal stakeholders to meet company objectives and ensure a seamless customer journey
• Develop, coach, and support team members to help them reach their full potential
• Lead, motivate, and coach a team of German-speaking Customer Support Agents
• Manage team performance and ensure compliance with SLAs, KPIs, and internal policies
• Plan shifts, workloads, and task distribution within the team
• Efficiently handle complex or escalated customer issues
• Support recruiting, onboarding, and development of new team members
• Collaborate with internal teams to ensure smooth handovers and a consistent customer experience
• Promote team engagement, wellbeing, and continuous improvement initiatives

Requirements

• Fluent German, both spoken and written
• At least 1 year of leadership experience in a customer-facing environment
• Strong service orientation and experience handling escalated complaints
• Proven ability to coach, develop, and motivate teams
• Knowledge of basic HR processes and policies
• Data-driven approach and high attention to detail
• Resilience, adaptability, and a positive attitude
• Good technical and system knowledge
• Ability to reliably meet KPIs, targets, and SLAs
• Nice to have
• Experience in sales-adjacent support teams with ambitious targets
• Experience working with CRM systems
• Experience managing inbound and outbound operations