Team Lead Customer Support Specialists (f/m/d)

Plancraft GmbH; Hamburg; Hybrid; EUR 60.000 - 75.000; Vollzeit

Zusammenfassung

A growing tech company in Hamburg is seeking a Team Lead Customer Support Specialists. This role involves leading a talented team, ensuring excellent customer experiences, and leveraging AI for support improvements. The ideal candidate will have strong leadership skills and fluency in both English and German.Your opportunity awaits in a vibrant working environment with a focus on personal growth and teamwork.

Leistungen

30 vacation days per year

Urban Sports Club membership

Flexible working options

Qualifikationen

• Proven experience in a customer support leadership role.
• Strong people management and coaching skills.
• Ability to manage high ticket volumes and prioritise effectively under pressure.

Aufgaben

• Lead and develop a team of Customer Support Specialists.
• Monitor daily ticket queues and ensure timely resolution.
• Track, analyse, and act on key KPIs related to customer support.

Kenntnisse

Customer support leadership experience

People management skills

Data-driven decision-making

Strong communication skills in English

Strong communication skills in German

Tools

Zendesk

Freshdesk

Intercom

Jobbeschreibung

OUR PURPOSE AT PLANCRAFT

Building the backbone of European trades together – with AI and voice-first software.
We’re not just building software – we’re on a mission to create space for contractors & tradespeople by equipping them with AI solutions that work the way they do: fast, practical, and voice-first. With Tier 1 Investors from Europe and the US, like Headline and Creandum as well as 20,000+ tradespeople as customer base, we’re scaling across Europe to turn scattered tradespeople into thriving communities. We believe in zero admin, not zero personality – and we build every feature with the people in mind who wear the boots, not the suits. We’re #stoked to shape the future, #together as a team, and #humble in our mission to support the builders of tomorrow.

YOUR MISSION AT PLANCRAFT

We are looking for a drivenTeam Lead Customer Support Specialists who will take our growing support team to the next level. In this role, you will not only lead and develop a team of talented specialists, but also help shape the future of customer support at plancraft through AI-driven processes, data-led decision-making, and world-class service delivery.
Your mission is to ensure that our Customer Support team operates as ascalable, AI-powered, high-quality service organisation that consistently delivers excellent customer experiences while developing our team members into advanced experts.

Your Responsibilities

• Lead, coach, and develop the Customer Support Specialists, guiding Juniors to Mid-Level and Mid-Level to Senior progression.
• Act as the first point of contact for escalations, operational questions, and complex cases.
• Monitor daily ticket queues to ensure timely assignment, prioritisation, and resolution according to SLAs and the FIFO principle.
• Actively handle a share of customer tickets, focusing on advanced or urgent cases.
• Oversee the rollout and optimisation of AI-powered first-level support with the goal of automating 50% of ticket resolution.
• Track, analyse, and act on key KPIs such as reachability, resolution times, backlog, and customer feedback.
• Manage workload distribution and scheduling to improve customer reachability from the current baseline to at least 60% in the first phase.
• Maintain and enhance the knowledge base, ensuring all customer-facing resources are accurate and up to date.
• Collaborate with the Head of Customer Success on strategy, KPI reviews, and performance improvements.
• Identify and close skill gaps through targeted training and coaching.
• Drive process improvements and identify additional opportunities to expand AI capabilities.

YOUR PROFILE

Must-haves

• Proven experience in a customer support leadership role (Team Lead or equivalent).
• Strong people management and coaching skills, with a track record of developing talent.
• Experience in customer support operations, including SLA management and KPI tracking.
• Data-driven decision-making mindset and analytical skills.
• Ability to manage high ticket volumes and prioritise effectively under pressure.
• Hands-on problem-solving skills for complex, escalated cases.
• You’re curious to explore how AI can support your work and eager to grow your skills with our support.
• Strong written and verbal communication skills in English (B2) and German (C2).
• Based in our Hamburg with openness for regular office presence or open for regular traveling (min. twice per month) to our HQ in Hamburg.

Nice-to-haves

• Experience scaling support teams in a high-growth SaaS environment.
• Knowledge of AI-powered support tools and automation workflows.
• Familiarity with customer support platforms such as Zendesk, Freshdesk, or Intercom.
• Previous experience in B2B software support.
• Proficiency in analytics or BI tools (e.g., Looker, Power BI).

WHY PLANCRAFT?

• Team Spirit: We’re driven by passion, commitment, and a shared mission. Team spirit matters to us — and we make it visible: with three major team events per year, two casual monthly formats at our Hamburg HQ, and a strong recognition culture where we regularly celebrate both the big and small wins together.
• Ownership: You’re encouraged to take ownership from day one. In a flat hierarchy and high-trust environment, you’re empowered to make meaningful decisions and drive real impact.
• Learning & Growth: We invest in your personal and professional development through a strong feedback culture, a personal learning budget, and targeted enablement formats. Our goal is to help you unlock your full potential.
• AI Enablement: Our internal tools and workflows are AI-enabled by design. We support every team and individual in applying AI at the next level in their daily work, including getting your own ChatGPT+ license, of course.
• Tech & Tooling: You’ll receive a MacBook, premium over-ear headphones, and everything else you need — from hardware to tools — to be effective in your daily doing.
• Flexibility: Whether remote, hybrid, or on-site — you work where you’re at your best. Our Hamburg office at Rödingsmarkt (with a rooftop terrace) is always open, and you decide each week how often you come in. Some roles even allow for fully remote setups. And if you need a change of scenery, working abroad is always an option.
• Recharge: To ensure the needed rest, we offer 30 vacation days per year (based on a 5-day week) and Dec 24th off. We also subsidize your Urban Sports Club membership and organize internal sport meetups.
• Mobility: You can lease a "JobRad" (Bike) and get a subsidized "Deutschlandticket" or "BahnCard" for public transport to be supported in your commute.
• International Environment: We’re becoming more international every month, with team members already in Italy, France, the Netherlands, and Austria — which is why English is our internal company language.