Customer Support Team Lead: Europe (m/w/d)

IntroductionWe are looking for a Customer Support Team Lead (m/f/d) for our European customer support team who combines strong leadership skills with a passion for continuous improvement. This role is ideal for someone who has already gained some leadership or coaching experience in customer support and is ready to take the next step: actively shaping the way a team works, the development and the first-class customer experience. Experience is important, but we also value someone who brings fresh ideas and challenges the status quo.

We value leaders who ask questions, identify opportunities and proactively drive positive change rather than just managing existing processes. Success in this role is not only measured by ticket metrics. It's measured by the growth of your team, the improvements you drive, the problems you solve, and your ability to make the customer experience better every day.

If you are looking for an environment in which you can make a noticeable difference and contribute your own ideas to help shape the future of customer support in the gaming world, we look forward to receiving your application! Your tasks Lead, coach and develop a team of customer care agents Monitor performance, quality and customer satisfaction metrics Support day-to-day business and help the team deal with complex customer situations Collaborate with other departments to improve processes and customer outcomes Identify operational inefficiencies and find practical solutions SuggestUse AI tools to increase team performanceShare the future of our support organization through continuous improvement initiativesa profileSeveral years of experience in customer support, ideally in a leadership, coaching or senior support roleExperience in technical troubleshooting, escalation management and dealing with difficult customer conversations, especially in the gaming/game server hosting environmentStrong communication and leadership skillsWillingness to question assumptions and drive improvementsEnjoy working in one Dynamic environment with rapidly changing prioritiesProactive thinking and the desire to take responsibility instead of waiting for instructionsFluent English, knowledge of German is an advantageInterest in gaming, server hosting, technology or online communities is a big plusYour

Benefits

Gaming at heart: We offer free Nitrado game servers for gamers and a welcoming community for everyone who wants to feel comfortable, even if you are not a gamer. Discover how Nitrado is more than just gaming - an open community for technology and creativity.Trust working hours: Adapt your working hours to your personal needs to achieve a better work-life balance.Remote Work: Our agile teams work hand in hand from their preferred location, be it in our modern offices in Karlsruhe or Berlin or completely remotely.Work from Abroad: Expand your workspace beyond national borders with our remote work solution from abroad. We enable you to work temporarily from your preferred international location while staying in touch with your team.Mental health: We support your mental health through our annual Mental Health Day.Physical health: Our office infrastructure offers state-of-the-art workstations with ergonomic design to promote your health and productivity while you stay fit on the way to work with your JobRad.Further training: Take advantage of further training and education to further develop your skills and stay up to date.Operational Retirement provision: We support your financial security for the future with an attractive subsidy.Working environment: With us you will experience a respectful and friendly working environment, characterized by transparency and a family corporate culture.Vacation and paid time off: Enjoy 30 days of vacation and paid special leave for special occasions.International cooperation: As an international company, we successfully overcome time zones and language barriers and offer you an international working atmosphere.Social activities: Strengthen your commitment and team cohesion Team building events, participation in sporting events and social activities.Long-term stability: With over two decades of experience, we are a reliable employer for our employees.Get together: If you work, you can also celebrate - We come together regularly for our company celebrations and strengthen our team bonds.Company culture and values: You will become part of a positive corporate culture that lives values such as diversity and inclusion.Originally posted on Himalayas