Customer Support Team Lead

Quick Facts

• Role: Customer Support Team Lead (German)

Description

Lead a Customer Support team in the Czech Republic, taking ownership of how customers are supported across the DACH region. Handle customer inquiries about software solutions, payroll accounting, and product information, ensuring quick and correct responses while providing expert leadership for prioritization, coordination, coaching, and quality.

Responsibilities

• Receive, process, and resolve customer questions with clear, continuous communication; manage case prioritization and maintain documentation in the ticketing system
• Analyze errors, record relevant error reports, provide clear instructions, and pass cases to the 2nd Level team
• Support customers using the service portal and self-service tools; contribute to maintaining the knowledge base and reusable documentation
• Provide professional and organizational team leadership: capacity planning, team meetings, setting and tracking team goals, vacation planning, monitoring working time and its records, and conducting evaluation/feedback sessions
• Ensure team communication and act as the contact person for the team’s questions and issues

Requirements

• Experience with customer support, service desk, or similar roles
• Experience with leading or coordinating a team (advantage)
• Very good German (spoken and written); good English (advantage)
• Experience with ticketing systems and knowledge bases (ideally Zendesk)
• Structured, customer-focused working approach and ability to combine operational tasks with team leadership

Benefits

• Home office flexibility (work from home)
• Workation: work for a limited period from any EU country, Switzerland, or your home country
• Work-life balance: 5 weeks of vacation; flexible start and end times
• Extra pay: annual bonus (monthly salary); meal vouchers fully paid by the employer; contribution to pension savings; Edenred benefits program
• Recognition and development: flat organizational structure, open communication, pleasant work atmosphere, and individual support for professional growth