Team Lead, Customer Experience & Payments

Jobtailor; Hamburg; Vor Ort; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

Jobtailor in Hamburg leads Customer Experience & Payments to deliver outstanding support and scalable processes. You will manage a team, elevate customer satisfaction, and ensure efficient ticket resolution while leveraging AI to automate recurring tasks.

We seek a seasoned professional with 5+ years in Customer Service, strong leadership, empathetic communication, and proficiency with Zendesk. You will partner with cross-functional teams including B2B support and contribute to strategic service

Qualifikationen

• A university degree or completed vocational training.
• At least 5 years of professional experience in Customer Service.
• Leadership experience is a plus
• Empathetic, clear, and appreciative communication skills
• Strong customer focus and entrepreneurial thinking
• Ability to quickly understand complex interrelationships
• Solution-oriented, independent, and pragmatic working style
• Solid knowledge of the Zendesk Support Suite and Chatarmin or comparable customer service software
• Experience using AI strategically to optimize processes and workflows, automate recurring tasks, and improve service performance
• Enjoy working in dynamic environments and collaborating across teams

Aufgaben

• Provide functional and disciplinary leadership for the Customer Experience & Payments team.
• Develop team members and ensure knowledge sharing across the team.
• Organize and ensure the smooth execution of day-to-day operations.
• Combine high customer satisfaction with efficient and fast ticket resolution.
• Continuously develop Customer Care and Payments processes.
• Use KPIs, customer feedback, and operational insights to improve service quality and efficiency.
• Use AI purposefully and responsibly to make recurring tasks and workflows more efficient.
• Ensure personal and empathetic customer support.
• Act as the central point of contact for relevant teams, particularly B2B Support.
• Advise the executive team on all Customer Care and Payments matters.
• Contribute ideas for the strategic development of customer service.

Kenntnisse

Leadership experience

Empathetic communication

Customer service expertise

AI process optimization

KPI analysis

Team collaboration

Ausbildung

University degree

Vocational training

Tools

Zendesk Support Suite

Chatarmin

AI Tools

Jobbeschreibung

• Provide functional and disciplinary leadership for the Customer Experience & Payments team
• Develop team members and ensure knowledge sharing across the team
• Organize and ensure the smooth execution of day-to-day operations
• Combine high customer satisfaction with efficient and fast ticket resolution
• Continuously develop Customer Care and Payments processes
• Use KPIs, customer feedback, and operational insights to improve service quality and efficiency
• Use AI purposefully and responsibly to make recurring tasks and workflows more efficient
• Ensure personal and empathetic customer support
• Act as the central point of contact for relevant teams, particularly B2B Support
• Advise the executive team on all Customer Care and Payments matters
• Contribute ideas for the strategic development of customer service

Requirements

• A university degree or completed vocational training
• At least 5 years of professional experience in Customer Service
• Leadership experience is a plus
• Empathetic, clear, and appreciative communication skills
• Strong customer focus and entrepreneurial thinking
• Ability to quickly understand complex interrelationships
• Solution-oriented, independent, and pragmatic working style
• Solid knowledge of the Zendesk Support Suite and Chatarmin or comparable customer service software
• Experience using AI strategically to optimize processes and workflows, automate recurring tasks, and improve service performance
• Enjoy working in dynamic environments and collaborating across teams

Core Competencies

Demonstrates strong leadership in Customer Experience and Payments, focusing on team development, operational efficiency, and strategic customer service improvements. Utilizes AI and customer feedback to enhance service quality and ensure high customer satisfaction.

Highest-signal resume keywords

• Leadership Experience
• Customer Service Expertise
• Zendesk Support Suite Knowledge
• AI Process Optimization
• Empathetic Communication Skills

Hard Skills

• Customer Service
• Process Improvement
• KPI Analysis
• Workflow Automation
• Ticket Resolution

Soft Skills

• Empathetic Communication
• Solution-Oriented Mindset
• Independent Working Style
• Team Collaboration
• Entrepreneurial Thinking

Certifications & Qualifications

• University Degree
• Vocational Training

Industry Keywords

• Customer Experience
• Payments
• B2B Support
• Customer Care
• Operational Insights

Tools & Technologies

• Zendesk Support Suite
• Chatarmin
• AI Tools