Customer Service Team Lead – On-site Phases

apo.com Group

Teamleitung Kundenservice für die apo.com Group, eine führende Online-Apothekengruppe im deutschen Markt. Steuerung, Coaching und Qualitätsoptimierung eines Kundenservice-Teams im hybriden Arbeitsmodell.

Posted 8/13/2026full-timeMarkkleeberg • 🇩🇪 GermanySeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in customer service operations, effectively managing teams in a remote environment while focusing on service KPIs and continuous improvement. Possesses excellent organizational skills and a commitment to fostering a positive team dynamic and customer satisfaction.

Highest-signal resume keywords

Leadership ExperienceCustomer Service ManagementKPI AnalysisMicrosoft 365 ProficiencyGerman Language Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI AnalysisCustomer Service ManagementTeam LeadershipProcess OptimizationTraining Design

Soft Skills

EmpathySelf-OrganizationPrioritizationMotivationCommunication

Tools & Technologies

Microsoft OutlookMicrosoft TeamsMicrosoft ExcelMicrosoft SharePoint

Industry Keywords

Customer SatisfactionFeedback CultureRemote Team ManagementService Orientation

About the role

Key responsibilities & impact

Lead the customer service team confidently and empathetically, including from a remote setting
Ensure smooth processes and a positive team dynamic
Plan, prioritize and organize work in a two-shift operation
Manage workload and quality in day-to-day operations
Analyze service KPIs such as availability, handling times and resolution rates
Derive concrete improvement measures from KPI analyses
Conduct 1:1 meetings and promote professional and personal development
Foster an open feedback culture
Work closely with other team leads and pursue shared objectives
Maintain the internal knowledge base and help design trainings
Ensure transparent information flows
Participate operationally in customer service, identify optimization potential and contribute ideas for your own development

Requirements

What you’ll need

Several years of practical experience in customer service
At least 1 year of leadership experience in a similar role
Strong service orientation and commitment to customer satisfaction
High level of self-organization, prioritization skills and resilience
Ability to motivate teams, provide structure and lead in a goal-oriented way
Leadership experience in a highly remote-oriented setup
Understanding of service KPIs and ability to derive pragmatic measures from them
Confident use of Microsoft 365, especially Outlook, Teams, Excel and SharePoint
Good technical understanding
Clear and respectful written and verbal communication
Very good German language skills

Benefits

Comp & perks

Permanent employment contract
Comprehensive, individualized onboarding in a welcoming team
Performance-related compensation
30 days vacation per year
Trainings, workshops and side-by-side coaching
Support for professional development
Company bike program (JobRad)
Free use of EV charging stations at the Markkleeberg site
Pleasant working atmosphere with flat hierarchies and fast decision-making
Excellent social benefits
Own subsidized canteen
Corporate benefits platform
Free beverages (tea, coffee and soft drinks)
Employee discounts
Modern equipment
Team and company events