Team Lead Customer Support

Who you are

• This role is ideal for someone who enjoys developing people, improving processes, and helping a team succeed together
• 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. Able to communicate clearly, professionally, and empathetically with customers, team members, and stakeholders

What the job involves

• As Team Lead Customer Support DACH, you will lead a team of Customer Support Agents serving our 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
• As a Team Lead, you'll spend most of your time coaching your team, supporting day-to-day operations, and driving continuous improvement
• 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. You'll identify early opportunities to improve team performance, customer experience, or operational efficiency
• 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. You'll independently manage escalations, contribute customer insights to Product and Operations teams, and support the successful execution of strategic support initiatives
• After 1 year: You will be recognized as a trusted leader within Customer Support, consistently delivering strong team and customer outcomes. You'll develop future talent, influence department-wide improvements, and help shape the evolution of our support organization through data-driven decision making and strategic thinking
• Lead Team Performance: Drive key support metrics including CSAT, response times, quality assurance scores, productivity, and backlog management. Use data to identify opportunities, remove obstacles, and support informed decision-making
• Coach and Develop Your Team: Conduct regular 1:1s, performance conversations, and coaching sessions that help team members grow professionally. Foster a culture of accountability, ownership, collaboration, and continuous learning
• Own Escalations and Customer Outcomes: Take ownership of complex customer situations and escalations. Act as the bridge between Customer Support and Technical Support by providing clear context, prioritization, and communication to ensure timely resolutions
• Drive Continuous Improvement: Identify trends, recurring challenges, and opportunities in your market to improve customer experience, processes, tooling, and team effectiveness. Lead initiatives that create scalable improvements across the support organization
• Customer Advocacy: Surface customer feedback and market insights to Product, Operations and the DACH commercial team, helping shape better products and experiences for our customers
• Cross-Functional Collaboration: Partner closely with Technical Support, Product, Customer Success, Sales, and Operations to ensure customers receive a seamless experience and business goals are achieved

Benefits

• Hybrid work: You decide if and when you want to come to one of our offices.
• Flexible hours: Our employees can choose which working hours are the best for them
• Training budget: Up to €1500 per year for your personal development. You will keep your skills sharp
• Well-being support: Direct, free, and easy access to professional mental health support (provided by OpenUp)
• Equipment: We offer everyone a MacBook, a screen and Apple accessories
• Fitness subscription: We offer everyone a sports card that is acceptable in many fitness facilities.
• Work from anywhere: Take your laptop and work from anywhere (for up to 4 weeks/year)