Customer Support Team Lead — Logistics & Platform Expert

Commodity Supplies AG; Województwo mazowieckie; On-site; PLN 120,000 - 180,000; Full time

Job summary

Commodity Supplies AG is seeking an experienced Customer Support Team Leader to head our Customer Support group. The role emphasizes hands-on leadership with strong technical aptitude, a focus on resolving complex issues, and delivering outstanding customer experiences while growing a high-performing team.

You will mentor and coach staff, coordinate with Product, Development, IT, and Sales teams, and drive process improvements across the support function to ensure high CSAT and retention.

Qualifications

• Several years of experience in customer support or related roles.
• Experience leading, supervising or mentoring a team.
• Experience in logistics, freight forwarding, or B2B software support is a plus.

Responsibilities

• Lead and support the daily activities of the Customer Support team.
• Ensure inquiries via email, chat and ticketing systems are handled promptly and professionally.
• Act as the primary escalation point for complex customer issues and service disruptions.
• Investigate issues, identify root causes and coordinate resolutions with Product and Development teams.
• Monitor service quality and ensure high levels of customer satisfaction.
• Coach, mentor and develop team members through hands-on leadership.
• Maintain accurate records of customer interactions and support activities.
• Collaborate with Sales, Operations, Product, Development and IT for seamless experiences.
• Support customers with platform functionalities and troubleshoot issues.
• Identify trends to drive continuous improvement initiatives.
• Contribute to knowledge base articles and support procedures.
• Monitor team performance against KPIs and standards.
• Drive initiatives to improve customer retention and satisfaction.

Skills

Team leadership

Customer support

Analytical problem solving

Technical aptitude

English fluency

German (advantage)

Cross-functional collaboration

Education

Degree in IT, Logistics, or Supply Chain

Tools

Zendesk

Freshdesk

Job description

Commodity Supplies AG is seeking an experienced Customer Support Team Leader to head our Customer Support group. The role emphasizes hands-on leadership with strong technical aptitude, a focus on resolving complex issues, and delivering outstanding customer experiences while growing a high-performing team.

You will mentor and coach staff, coordinate with Product, Development, IT, and Sales teams, and drive process improvements across the support function to ensure high CSAT and retention.