Customer Support Team Leader

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

We are looking for an experienced and customer-focused Customer Support Team Leader to lead our Customer Support team. This role is ideal for a hands-on leader with strong technical aptitude, analytical problem-solving skills, and a solid understanding of logistics processes (mainly ocean freight). You will thrive in a fast-paced environment, enjoy investigating and resolving complex issues, and be passionate about delivering exceptional customer experiences while developing a high-performing team.

What You'll Be Doing

• Lead and support the daily activities of the Customer Support team.
• Ensure customer inquiries via email, chat, and ticketing systems are handled promptly and professionally.
• Act as the primary escalation point for complex customer issues, platform-related challenges, and service disruptions.
• Investigate customer-reported problems, 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 a hands-on leadership approach.
• Maintain accurate records of customer interactions and support activities.
• Collaborate closely with Sales, Operations, Product, Development, and IT teams to ensure seamless customer experiences.
• Support customers with Cargoo platform functionalities, troubleshoot issues, and provide effective solutions.
• Identify trends in customer feedback, recurring issues, and system performance to drive continuous improvement initiatives.
• Contribute to the development of knowledge base articles, best practices, and support procedures.
• Monitor team performance against agreed KPIs and customer service standards.
• Drive initiatives that improve customer retention and overall customer satisfaction.

Who We're Looking For

• Several years of experience in customer support, technical customer support, B2B software support, customer service, or a related customer-facing role.
• A degree in Information Technology, Logistics, Supply Chain Management, or a related field is an advantage. Equivalent practical experience in technical customer support, logistics operations, or B2B software support is equally valued.
• Previous experience leading, supervising, or mentoring a customer support team.
• Experience in logistics, freight forwarding, supply chain management, or transportation operations is a strong advantage.
• Fluent English language skills; German is considered an advantage.
• Strong technical aptitude with the ability to quickly understand software platforms, systems, and operational processes.
• Excellent analytical, investigative, and problem-solving skills with the ability to identify root causes and implement effective solutions.
• Experience troubleshooting software platforms, customer-facing applications, or system-related issues.
• Proven ability to work cross-functionally with Product, Development, Operations, and other stakeholders to resolve complex customer challenges.
• Experience with helpdesk platforms such as Zendesk, Freshdesk, or similar support tools
• Experience supporting digital platforms or software-based customer solutions.

What Success Looks Like

In this role, success will be measured through:

• High Customer Satisfaction Scores (CSAT).
• Effective and timely resolution of platform and customer issues.
• Achievement of customer retention objectives.
• Continuous improvement of customer support processes.
• Strong collaboration with Product and Development teams to resolve recurring customer challenges.
• Positive team engagement, development, and performance.
• Consistent delivery of high-quality customer experiences.

Why Join Us?

• Opportunity to lead and shape a growing Customer Support team.
• Dynamic international business environment.
• Collaborative culture with close cooperation across Product, Development, Operations, and Commercial teams.
• Career development and growth opportunities.
• The chance to make a meaningful impact on customer satisfaction and business success.
• Work with innovative digital logistics solutions in a customer-centric organization.