Customer Support Team Leader

Join Our Team

We are looking for an experienced and customer-focused Customer Support Team Leader to lead our Customer Support team. This role is ideal for a service-oriented professional who thrives in a fast-paced environment and is passionate about delivering exceptional customer experiences while developing and supporting a high-performing team.

As a key member of our Customer Support function, you will be responsible for ensuring outstanding service delivery across all customer touchpoints, driving operational excellence, and working closely with Sales, Operations, and IT teams to provide seamless support to our customers.

What You'll Be Doing

• Lead and support the daily activities of the Customer Support team.
• Ensure customer inquiries via email, chat and ticketing are handled promptly and professionally.
• Act as the primary escalation point for complex customer issues and service challenges.
• Monitor service quality and ensure high levels of customer satisfaction.
• Coach, mentor, and develop team members to achieve individual and team objectives.
• Maintain accurate records of customer interactions and support activities.
• Collaborate closely with Sales, Operations, and IT teams to ensure seamless customer experiences.
• Support customers with Cargoo platform functionalities and resolve issues.
• Identify trends in customer feedback and drive continuous improvement initiatives.
• Contribute to the development of knowledge base articles, best practices, and support procedures.
• Monitor team performance against agreed KPIs and customer service standards.
• Drive initiatives that improve customer retention and overall customer satisfaction.

Who We're Looking For

• Bachelor's degree in Business Administration or a related discipline.
• Experience with helpdesk platforms such as Zendesk or Freshdesk.
• Knowledge of customer support tools, ticketing systems, and service processes.
• Experience supporting digital platforms or software-based customer solutions. Several years of experience in customer support, customer service, or a related customer-facing function.
• Previous experience leading, supervising, or mentoring a customer support team.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Fluent English language skills, and good German (as a plus).
• Ability to work effectively in a dynamic and fast-paced environment.

What Success Looks Like

In this role, success will be measured through:

• High Customer Satisfaction Scores (CSAT).
• Strong First Contact Resolution (FCR) performance.
• Achievement of customer retention objectives.
• Efficient handling and resolution of customer issues.
• Continuous improvement of customer support processes.
• Positive team engagement, development, and performance.
• Consistent delivery of high-quality customer experiences.

Why Join Us?

• Opportunity to lead and shape a growing Customer Support team.
• Dynamic international business environment.
• Collaborative culture with close cooperation across multiple departments.
• Career development and growth opportunities.
• The chance to make a meaningful impact on customer satisfaction and business success.
• Work with innovative digital solutions and a customer-centric organization.

Ready to take the next step in your customer service leadership career? We would love to hear from you. Apply today and help us deliver outstanding customer experiences every day.