Team Lead Customer Support

Quartierkraft GmbH

. Manage, categorize, and prioritize incoming tickets in HubSpot .

Posted 9/30/2026full-timeHamburg • GermanySenior💰 €50,000 - €60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong analytical and tech-savvy skills to develop solutions for customer inquiries and improve processes. Capable of leading and developing a support team while effectively communicating with customers and collaborating with cross-functional teams.

Highest-signal resume keywords

Customer Support ExperienceProcess ImprovementLeadership SkillsCRM System ExperienceGerman Language Proficiency (C2)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process AnalysisAI Tools ProficiencyTicket ManagementProblem ResolutionSoftware Support

Soft Skills

Empathetic CommunicationSolution-Oriented MindsetTeam DevelopmentCollaborationCustomer Engagement

Tools & Technologies

HubSpotCRM Systems

Industry Keywords

Customer InquiriesEnergy SuppliersDigital Product SupportFirst-Level SupportProject Management

About the role

Key responsibilities & impact

Manage, categorize, and prioritize incoming tickets in HubSpot
Decide which issues can be resolved by First-Level Support and which need to be escalated to IT
Resolve customer inquiries by email and phone, ranging from billing questions to portal-related issues
Guide tenants through the process of signing up for tenant electricity, including switching energy suppliers
Analyze time-consuming processes and develop solutions such as FAQs, explainer videos, or AI-powered automation
Build new processes in collaboration with Business Development and IT
Lead and develop the Support team while growing into a leadership role
Take responsibility for team objectives such as efficiency, degree of automation, and resolution times
Work closely with IT, Business Development, Project Management, and Sales

Requirements

What you’ll need

Years of support experience are not required
Process-oriented mindset and a strong focus on finding solutions
Enjoy working with people and being close to customers
Clear, empathetic, and solution-oriented communication skills
Analytical and tech-savvy approach to work
Ability to quickly learn new software
Confident use of AI tools
Interest in leadership and in guiding and developing people
Ideally, experience providing support for a software or digital product
Ideally, experience with a CRM system
Ideally, initial leadership experience, for example through project management, team responsibility, or working as a trainer
German language skills at C2 level, both written and spoken
Career changers are welcome

Benefits

Comp & perks

Central office in the heart of Hamburg, with the option to work from home several days a week
30 days of annual leave
An additional half day of leave each on December 24 and December 31
EGYM Wellpass, providing access to a wide range of sports and wellness offerings
Company pension scheme
Individual professional development opportunities
Experienced mentors and sparring partners to support your personal and professional development
Freedom to contribute innovative ideas and lead independent projects
Opportunities for professional and creative growth
Appreciative, open, and trusting work environment
Transparent communication, humor, and collaboration on an equal footing