Team Lead Customer Support

Pliant

. Act as deputy to the Head of Customer Support and take ownership of the team and its priorities when needed .

Posted 11/2/2026full-timeBerlin • GermanySeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in customer support operations, with a focus on team development, performance monitoring, and process improvement. Capable of managing complex customer escalations while ensuring compliance with regulatory requirements.

Highest-signal resume keywords

Team LeadershipCustomer Support ManagementPerformance MonitoringCoaching and DevelopmentProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServicePerformance ReportingWorkload PlanningKPI AnalysisProcess ImprovementQuality AssuranceEscalation ManagementRegulatory ComplianceAutomation ToolsAI Initiatives

Soft Skills

Clear CommunicationAdaptabilityEmpathyMotivationCollaboration

Tools & Technologies

ZendeskIntercomHubspot

Industry Keywords

FintechPaymentsFinancial ServicesCustomer Operations

About the role

Key responsibilities & impact

Act as deputy to the Head of Customer Support and take ownership of the team and its priorities when needed
Represent Customer Support to leadership and other departments
Report on performance and raise risks early
Make day-to-day decisions on staffing, processes and priorities
Keep projects and improvements progressing
Manage, coach and motivate customer support specialists through 1:1s, feedback and development plans
Onboard and train new team members
Build a culture of empathy, ownership and continuous improvement
Plan schedules, coverage and workload across chat, phone, email and in-app support channels
Monitor CSAT, first response and resolution times, and escalation rates
Run quality checks on tickets and calls and turn findings into coaching and process improvements
Handle complex or sensitive customer escalations as the first escalation point
Ensure regulatory, card scheme and internal control requirements are followed
Collaborate with Risk, Fraud, Payments and Compliance on sensitive cases
Identify recurring issues and root causes and share customer insights with Product and Engineering
Maintain help centre content, macros and internal documentation
Contribute to automation, tooling and AI initiatives
Prepare the team for new feature launches

Requirements

What you’ll need

5 to 7 years in customer service or customer operations
At least 2 years leading a team
Experience ideally in fintech, payments or financial services
Ability to run a team independently and make decisions with limited guidance
Experience coaching and developing people, giving honest feedback and supporting growth
Ability to plan workloads, manage queues and maintain service levels
Ability to use KPIs and customer feedback to identify problems and improve performance
Ability to collaborate with teams across the business, from Product to Compliance
Clear written and verbal communication
Adaptability in a fast-paced, high-growth environment
Experience with Zendesk, Intercom or Hubspot is nice to have
Experience with automation or AI tools is nice to have
Other European languages are nice to have
Familiarity with process improvement or quality frameworks is nice to have

Benefits

Comp & perks

Attractive remuneration
Flat hierarchy and transparent communication in a relaxed, professional atmosphere
Opportunity to develop your talent in a dynamic team with ambitious goals
Flexibility and possibility to work remotely
Monthly mobility benefit
Wellhub Membership
Company card with a monthly allowance for lunches, coffee, etc. with co-workers