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Team Lead Customer Support (f/m/d)

Plancraft (Handwerker Software)· Customer Success
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Remote (within Germany), Hamburg (hybrid)€65k - €82.5kFull-timePosted 1w ago

About the role

Lead and develop the Customer Support team, building a scalable, AI-assisted and data-driven support operation with a focus on process optimization, performance KPIs, and coaching to advance team members from junior to senior levels.

Responsibilities

  • Lead, coach and develop the Customer Support Specialists with regular feedback and targeted training to advance their careers from Junior to Mid-Level and Senior.
  • Oversee day-to-day operations of the Support team, ensuring tickets are assigned, prioritized, and handled per SLAs and quality standards.
  • Serve as the first point of contact for escalations and complex customer inquiries, handling high-priority cases.
  • Analyze and optimize relevant Support KPIs such as availability, response and resolution times, ticket backlog, and customer satisfaction.
  • Optimize shift planning, task distribution, and support processes to improve customer reachability.
  • Drive AI-supported first-level support to automate a large portion of incoming tickets without compromising service quality.
  • Identify development potential within the team and improve performance through targeted coaching, quality checks, and regular feedback.
  • Continuously develop and maintain the Knowledge Base to keep help articles current, clear, and relevant.
  • Collaborate with Head of Customer Success to evolve support strategy, review KPIs weekly, and implement operational improvements.
  • Work cross-functionally with RevOps, Customer Success, and Product to incorporate customer feedback, address recurring issues, and identify further AI automation opportunities.

Qualifications

  • Experience leading a Customer Support team, ideally as Team Lead or similar leadership role.
  • People management and coaching experience, with ability to develop employees and support career growth.
  • Familiarity with customer support processes, SLA management, performance KPIs, and quality assurance.
  • Ability to use data and reporting to analyze team performance and identify improvements.
  • Ability to prioritize effectively under high ticket volume and resolve complex customer issues.
  • Hands-on approach combining operational support with team responsibility.
  • Experience optimizing support processes and workflows to increase operational efficiency.
  • Clear communication, analytical thinking, and a solution-oriented, high-quality mindset.
  • Willingness to spend time in our Hamburg office regularly; flexible setup allowed, onboarding in Hamburg during first 3–4 weeks.
  • German language proficiency at C1/C2 level and English at least B2.

Skills

Required:People managementSLA and KPI managementData-driven decision makingOperational excellence

Benefits

  • Team Spirit with regular team events and recognition culture.
  • Ownership with flat hierarchies and high trust.
  • Development opportunities including feedback culture, personal learning budget, and enablement formats.
  • AI Enablement with AI-powered tools and Claude license.
  • Modern hardware (MacBook) and high-quality peripherals.
  • 30 vacation days, Christmas Eve off (24.12.), Urban Sports Club subsidy, internal sports meetups.
  • Mobility options including JobRad or discounted Deutschlandticket or BahnCard.
  • International environment with colleagues in Italy, France, the Netherlands, Austria and English as internal language.
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Plancraft (Handwerker Software)

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