Customer Support Team Lead

Centric Software; Düsseldorf; Vor Ort; EUR 50.000 - 90.000; Vollzeit

Zusammenfassung

Ein dynamisches Unternehmen sucht einen erfahrenen Teamleiter für den Kundenservice, um globale Supportoperationen für eine innovative AI-basierte SaaS-Plattform zu leiten. In dieser Rolle werden Sie ein engagiertes Team führen, die Effizienz der Supportprozesse verbessern und die Kundenzufriedenheit durch Schulungen und Qualitätskontrollen steigern. Wenn Sie eine Leidenschaft für Kundenservice und technische Lösungen haben und in einem schnelllebigen, internationalen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie. Treten Sie einem Unternehmen bei, das sich für Vielfalt und Inklusion einsetzt und innovative Lösungen in der Mode- und Sportbranche bietet.

Qualifikationen

• 5+ Jahre Erfahrung im Kundenservice, davon 2 Jahre in einer Führungsposition.
• Vertrautheit mit SLA, Vorfallmanagement und Eskalationen.

Aufgaben

• Leitung und Coaching eines globalen Teams von Kundenservicemitarbeitern.
• Überwachung der Ticketbearbeitung und Sicherstellung der Einhaltung von SLA und KPI.

Kenntnisse

Kundenorientierung

Führungskompetenz

Problemlösungsfähigkeiten

Datenanalyse

Technische Kenntnisse

Ausbildung

Bachelorabschluss oder gleichwertige Erfahrung

Tools

Zendesk

Jira

Excel

BI-Tools (Tableau, Power BI)

Jobbeschreibung

About The Role

We are seeking a Customer Support Team Lead (or Manager) to oversee and improve the global customer support operations for our AI-based Planning & Pricing SaaS platform. The role involves ensuring the team provides timely, high-quality support while continuously enhancing processes and customer experience. To support 24/7 availability, we are establishing a follow-the-sun support model and need an experienced leader to build, scale, and manage this team. The ideal candidate possesses strong leadership skills, technical expertise, and a customer-centric mindset.

About The Team

Centric is rapidly expanding in the fashion/sports, beauty, and home markets with solutions in Product Lifecycle Management, Market Intelligence & Trends, and Planning & Pricing. Our Planning & Pricing Business Unit is a dynamic, fast-growing team offering innovative AI-based solutions for pre- & in-season planning and pricing, supporting critical processes like assortment planning, allocation, replenishment, and price optimization to maximize revenue and efficiency.

Handling customer interactions effectively and proactively will be crucial. The team requires initiative and autonomy to manage daily situations. The role reports to the VP of Customer Success Consulting - BU Planning & Pricing.

Responsibilities

1. Leadership & Team Management:
   • Lead, mentor, and coach a global team of Customer Support Representatives.
   • Manage workload, scheduling, and performance across time zones.
   • Foster a customer-first support culture.
2. Customer Support Operations:
   • Oversee ticket handling, ensuring SLA and KPI targets are met.
   • Manage the ticket handling process for the Business Unit.
   • Refine support processes and systems for better efficiency and satisfaction.
   • Handle escalations, collaborating with product, engineering, hosting, and customer success teams for complex issues.
3. Customer Experience & Quality Assurance:
   • Monitor support quality through case reviews and customer feedback.
   • Implement training to improve technical skills and service quality.
   • Lead initiatives to improve CSAT and response times, including knowledge bases and AI agents.
4. Data Analysis & Reporting:
   • Track support metrics and report insights to leadership.
   • Identify patterns and suggest product or process improvements.
5. Technology & Automation:
   • Redesign support processes and systems for better integration across product lines.
   • Optimize use and reporting of support platforms like Zendesk, Jira.
   • Drive automation initiatives to enhance efficiency.

What You Bring

1. Experience & Education:
   • 5+ years in customer support, with at least 2 years in leadership.
   • Experience managing 24/7 follow-the-sun support operations.
   • Understanding of SLA, incident management, and escalations.
   • Experience with critical business processes where uptime matters.
   • Bachelor’s degree in relevant fields or equivalent experience.
2. Technical Skills & Software Knowledge:
   • Proficiency with ticketing systems (Zendesk, Jira).
   • Familiarity with SaaS solutions in ERP, BI, supply chain, planning, and pricing software.
   • Ability to analyze support data using Excel, BI tools (Tableau, Power BI).
   • Experience with automation tools, chatbots, AI-driven ticketing, SQL; Python/JavaScript a plus.
3. Soft Skills:
   • Strong leadership, problem-solving, and customer empathy.
   • Ability to work in a fast-paced, global environment.
   • Effective cross-functional communication and collaboration.
4. Language:
   • Excellent English communication skills.
   • Additional languages like German, Italian, French, Spanish are a plus.

Centric Software is an equal opportunity employer, committed to diversity and inclusion in the workplace.