Team Lead Support Excellence & Experience (all genders)

We are looking for a full-time, permanent Team Lead Support Excellence & Experience, based in Germany, to start as soon as possible. We live remote-first, but you have the freedom to choose whether you want to work hybrid or completely on-site due to your proximity to one of our locations.

Imagine starting your week with dashboards that tell a clear story: customer satisfaction is rising, support queues are flowing smoothly, processes are stable, and your teams are aligned. This is not a coincidence - this is leadership.

As our new Head of Support Excellence & Experience, you take full ownership of our entire support processes and shape how customers experience our support. In this role, you will take full responsibility for our Support Excellence & Experience function and lead a team of five managers.

Together, you ensure that technical and commercial customer support work seamlessly and are experienced by our customersas one cohesive unit. You act as the key interface between support areas, create clear structures, and consistently align support operations with customer satisfaction and performance KPIs.

Alongside your team, you are responsible for running a stable and scalable support operation - from forward-looking shift and capacity planning to ongoing training and coaching of our agents. At the same time, you continuously optimize processes and drive automation initiatives to improve efficiency and service quality.

A strong focus of this role is the further development of the entire support journey. You enhance our support tools and chatbot, oversee rating management and ensure high-quality process documentation as well as a well-structured external knowledgebase and self-service solutions.

In addition, you contribute to and lead company-wide projects related to support initiatives. If you combine strategic thinking with hands-on execution, you will turn support into a true competitive advantage for the entire company.

Do you have experience in Zendesk?, * extensive leadership experience in customer support and customer experience management, with full ownership of performance, strategy and results

• 10+ years of professional experience, including at least 3 years in a senior leadership role with over all management responsibility
• experience in the hosting industry and familiarity with tools such as Freshdesk or Zendesk are advantageous
• strong expertise in process excellence, automation and AI-driven optimization initiatives
• data-driven decision-making mindset with deep understanding of customer satisfaction and performance KPIs
• degree in Business Administration or a comparable field
• fluentin English; German is a plus