Team Lead Customer Support in Digital Sales (m/f/d) - Remote

Overview

We are looking for a team member for the eCommerce & Sales Innovations department in the Digital Sales Customer Support team, limited until December 6, 2027. The classification in TV-N Berlin depends on professional experience.

In Short

• Leading a diverse support team for digital products (apps) to ensure competent, fast, and empathetic support for customers.
• Continuously developing support processes and tools to create a seamless and efficient digital user experience.
• Collaborating closely with product owners to ensure a consistent, user-centered, and cross-system customer journey.
• Utilizing expertise to further develop and optimize company-wide customer support processes, focusing on digitalization.
• Knowledge and experience in data and process management from relevant studies or vocational training.
• Extensive experience in technical customer service, preferably in the digital environment.
• Know-how in process management and a solid understanding of agile working methods (e.g., Scrum).
• Basic understanding of digital products and system landscapes (apps, backend systems, interfaces) and experience with support tools (e.g., Zendesk).
• Strong team orientation and communication skills, with initial experience in team leadership.
• Encouragement for applications from women and people with migration backgrounds.

Requirements

• Experience in technical customer service, preferably in a digital context.
• Knowledge of data and process management.
• Understanding of agile methodologies.
• Experience with support tools.
• Team leadership experience.

Benefits

• Secure job position.
• Work-life balance with flexible working hours and up to 10 days of mobile work monthly.
• 30 days of vacation + December 24th off.
• €2,000 Christmas bonus and €500 vacation bonus per year.
• €350 for health portal in 2025 (e.g., sports courses, massages).
• Company pension scheme.
• Asset-building benefits.