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Senior Team Lead Customer Service - Remote

Posted Yesterday
Customer Service
Full Time
Germany

Overview

This position involves leading and developing a customer service team to establish service excellence as a competitive advantage.

In Short

  • Lead and manage a customer service team of approximately 14 members including 3 team leads.
  • Build a scalable and efficient service organization aligned with company growth.
  • Drive the technical restructuring of customer service with AI-supported workflows and automation.
  • Establish a culture of service excellence to enhance customer retention and referrals.
  • Coach and develop future leaders within the team.
  • Manage team performance through CSAT, SLAs, and retention metrics.

Requirements

  • Experience in customer service leadership.
  • Strong understanding of AI and automation in service processes.
  • Proven track record in team development and coaching.
  • Ability to analyze and improve service quality metrics.
  • Excellent communication and interpersonal skills.

Benefits

  • Opportunity to shape a growing service organization.
  • Work in a dynamic and innovative environment.
  • Professional development opportunities.
  • Collaborate with a passionate team.
HERO Software logo

HERO Software

HERO Software is a rapidly growing tech startup focused on digitizing the craft industry. With a recent Series B funding of 40 million euros, HERO aims to expand its market leadership in craft software solutions. The company provides an intuitive cloud-based software that helps clients manage projects, plan resources, create documents, and acquire new customers, all while being location-independent. HERO fosters an open and relaxed corporate culture built on the values of ambition, trust, and fun, encouraging employees to push boundaries and innovate. The company is committed to creating a motivating work environment where work is enjoyable and leads to outstanding results.

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