Team Lead, Customer Support

plancraft

. Lead, coach, and develop Customer Support Specialists through feedback and training .

Posted 10/8/2026full-timeHamburg • GermanySenior💰 €70,000 - €95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading and developing Customer Support teams, optimizing support processes, and analyzing performance KPIs. Proficient in managing high ticket volumes while ensuring quality and customer satisfaction through effective communication and problem-solving.

Highest-signal resume keywords

Customer Support LeadershipSLA ManagementPerformance KPI AnalysisAI-Powered Support SolutionsGerman Language Proficiency

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Support ProcessesData AnalysisPerformance ReportingTicket PrioritizationWorkflow Optimization

Soft Skills

CoachingClear CommunicationAnalytical ThinkingSolution-Oriented ApproachCommitment to Quality

Tools & Technologies

IntercomZendeskFreshdeskLookerPower BI

Industry Keywords

SaaSB2B Customer SupportCustomer SuccessAI AutomationGerman and Austrian Markets

About the role

Key responsibilities & impact

Lead, coach, and develop Customer Support Specialists through feedback and training
Take ownership of day-to-day support operations
Assign and prioritize tickets efficiently in line with SLAs and quality standards
Handle escalations, complex customer inquiries, and challenging or urgent support cases
Analyze and optimize support KPIs such as availability, response and resolution times, ticket backlog, and customer satisfaction
Optimize workforce planning, task allocation, and support processes
Increase customer reachability to at least 60% during the initial phase
Further develop AI-powered first-level support with the goal of resolving at least 50% of incoming tickets automatically
Identify development opportunities and improve team performance through coaching, quality checks, and feedback discussions
Continuously develop and maintain the knowledge base
Work closely with the Head of Customer Success to further develop the support strategy and review KPIs weekly
Collaborate cross-functionally with RevOps, Customer Success, and Product to incorporate customer feedback, resolve issues, and identify further AI automation opportunities
Help build plancraft’s European backbone for the trades: SaaS and AI software for trade businesses

Requirements

What you’ll need

Experience leading a Customer Support team, ideally as a Team Lead or in a comparable leadership role
Experience in people management and coaching
Knowledge of Customer Support processes, SLA management, performance KPIs, and quality assurance
Experience working with data and reporting to analyze team performance and support decision-making
Ability to prioritize effectively under high ticket volumes and resolve complex customer issues in a structured manner
Hands-on approach, including active involvement in support operations
Experience optimizing support processes and workflows
Clear communication, analytical thinking, and a solution-oriented approach with a strong commitment to quality
Willingness to work regularly from the Hamburg office; 3–4 weeks on-site in Hamburg during onboarding
German language proficiency at C1/C2 level
English language proficiency at least at B2 level
Nice to have: Experience scaling Customer Support teams in fast-growing SaaS companies
Nice to have: Experience with AI-powered support solutions and automation workflows
Nice to have: Experience with Intercom, Zendesk, or Freshdesk
Nice to have: Experience in B2B customer support for software products
Nice to have: Knowledge of Looker or Power BI
Nice to have: Understanding of the German and Austrian customer markets
Nice to have: Additional languages besides German and English
Existing authorization to work in the EU or the relevant country; visa or work permit sponsorship is not available

Benefits

Comp & perks

3 major team events per year
2 informal monthly events at the HQ
Recognition culture
Personal learning budget
Feedback culture and enablement programs
Dedicated Claude license
Modern equipment, including a MacBook and high-quality over-ear headphones
30 days of annual leave
December 24 off
Urban Sports Club subsidy
Internal sports meetups
JobRad bicycle leasing
Subsidized Deutschlandticket or BahnCard
International environment