Team Lead Customer Care

TN Germany; Köln; Hybrid; EUR 55.000 - 70.000; Vollzeit

Zusammenfassung

A fast-growing leader in the digital wholesale automotive space is seeking a Team Lead Customer Care. In this hybrid role, you will manage a multilingual support team across 30+ European markets, driving efficiency and customer loyalty. You will oversee operations, optimize processes, and champion a customer-first culture while collaborating with cross-functional teams.

Leistungen

Hybrid role

Opportunity to lead a large international team

Collaborative and fast-paced environment

Qualifikationen

• 3–5 years’ experience in customer care, including 1–2 years in a leadership role.
• Proven track record in B2B customer support.

Aufgaben

• Lead and coach a multilingual support team.
• Manage KPIs and team performance.
• Resolve complex customer issues.

Kenntnisse

Communication

Coaching

People Management

Tools

Zendesk

Salesforce Service Cloud

Jobbeschreibung

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Our client, a fast-growing leader in the digital wholesale automotive space, is looking for a Team Lead Customer Care to manage and inspire a team of Customer Care & Claims Specialists across 30+ European markets.

The Role

As Team Lead, you will oversee day-to-day operations, workforce planning, quality assurance, and continuous improvement. You’ll play a key role in fostering customer loyalty and operational excellence by driving efficiency and trust across the customer journey.

Key Responsibilities

1. Lead and coach a multilingual support team in a high-volume, service-driven environment
2. Manage KPIs, quality standards, and team performance
3. Resolve complex customer issues and handle claims escalations
4. Optimize processes and support onboarding and training of new team members
5. Collaborate with cross-functional teams including logistics, sales, and finance
6. Champion a customer-first culture and contribute to overall customer success strategy

Your Profile

• 3–5 years’ experience in customer care, including 1–2 years in a leadership role
• Strong communication, coaching, and people management skills
• Proven track record in B2B customer support, ideally in the automotive or tech-enabled sectors
• Comfortable working with tools like Zendesk, Salesforce Service Cloud, or similar platforms
• Fluent in English and German (additional European languages are a plus)

What’s On Offer

• Hybrid role
• Opportunity to lead a large international team
• Be part of a digitally-driven, innovative business transforming the automotive wholesale space
• Collaborative and fast-paced environment