Team Lead Customer Support

About the role

As Team Lead Customer Support, you will lead and develop our customer support team while building a scalable, AI-supported, and data-driven support operation. You will balance daily operational tasks with strategic development, optimizing processes and fostering the professional growth of your team members. Your goal is to provide a first-class service experience while driving efficiency through automation and clear performance metrics.

Responsibilities

• Lead, coach, and develop Customer Support Specialists through regular feedback and training.
• Manage daily support operations, ensuring tickets are efficiently assigned, prioritized, and handled according to SLAs.
• Act as the primary point of contact for escalations and complex customer inquiries.
• Analyze and optimize support KPIs such as response times, resolution times, and customer satisfaction.
• Drive the implementation of AI-supported first-level support to increase automation rates.
• Continuously improve the knowledge base to ensure support resources remain accurate and relevant.
• Collaborate cross-functionally with RevOps, Customer Success, and Product teams to resolve recurring issues and identify automation opportunities.

Required skills

• Team leadership
• People management
• Coaching
• Customer support processes
• SLA management
• KPI analysis
• Performance management
• German
• English

Nice to have

• SaaS
• AI-supported support
• Intercom
• Zendesk
• Freshdesk
• B2B support
• Looker
• Power BI

Benefits

• Learning budget
• 30 days vacation
• Urban Sports Club subsidy
• JobRad
• Deutschlandticket
• BahnCard
• Modern hardware

About the Company

plancraft is a SaaS company on a mission to support the European craft industry with modern software and smart AI solutions. Backed by Tier 1 investors, we aim to help craft businesses operate more efficiently and build connected communities.