Team Lead, Customer Care

HERO Software

. Lead the current eight-person Customer Care team and set clear priorities for day-to-day operations .

Posted 10/3/2026full-timeHanover • GermanySenior💰 €48,000 - €63,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing a Customer Care team, focusing on high standards of customer service, operational efficiency, and team development. Proficient in utilizing data-driven approaches and AI applications to enhance customer satisfaction and performance metrics.

Highest-signal resume keywords

Empathetic LeadershipCustomer Care Metrics KnowledgeMultichannel Support UnderstandingData-Driven ApproachCRM Systems Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Care ManagementOperational SupportPerformance MonitoringKPI ManagementComplex Case Support

Soft Skills

Active ListeningTeam DevelopmentEffective CommunicationInspirationFeedback Provision

Tools & Technologies

CRM SystemsAI ApplicationsDigital Tools

Industry Keywords

Customer SatisfactionFirst-Contact Resolution RateCustomer Service StandardsHotline SupportChatbot Management

About the role

Key responsibilities & impact

Lead the current eight-person Customer Care team and set clear priorities for day-to-day operations
Unite two service areas into one team with clear responsibilities and shared standards
Manage operational support across the hotline, chatbot, and email
Ensure customer inquiries are handled efficiently, empathetically, and to a high standard of quality
Inspire, coach, and develop team members, providing regular feedback
Establish and exemplify high standards of customer service
Provide hands-on support in queues or on the phone in complex cases, for de-escalation, or during periods of high backlog
Monitor team performance and customer satisfaction, and derive improvement measures
Drive the use of AI and automation within the department
Manage Customer Care KPIs such as CSAT and first-contact resolution rate

Requirements

What you’ll need

Empathetic leadership with active listening and genuine care for the team
Uncompromising commitment to quality in customer service
Understanding of excellent customer service as a competitive advantage
Understanding of multichannel support
Willingness to take ownership of day-to-day operations and support complex cases
Data-driven approach to work
Knowledge of Customer Care metrics and customer satisfaction
Knowledge of CRM systems, AI applications, and digital tools
Willingness to meet with the entire Customer Care team in the Hanover office once per quarter

Benefits

Comp & perks

Flexible working hours and location-independent remote work
Germany-wide public transport pass subsidized at €29 per month
30 days of vacation, including December 24 and December 31
Additional paid days off for special occasions such as weddings, moving house, and the birth of a child
One volunteering day for a social project
JobRad bicycle leasing program
Sports and fitness programs through Hansefit or EGYM Wellpass
Access to Bloom, our mental health partner
Additional company health insurance through Allianz
Monthly professional shoulder and neck massages at the Hanover office
Annual professional development budget currently set at €800
Regular feedback and development meetings
HERO career plan
Summer and Christmas parties
Regular team events
Annual EU-based co-workations