Team Lead Technical Customer Service – E‑Commerce Sports & Health
Bewegtbildgrafik
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇩🇪 Germany
Visit company websiteJob Level
Senior
About the role
- Lead and develop the technical customer service team, taking on personnel responsibility.
- Serve as the escalation point for complex or particularly demanding customer issues.
- Handle customer inquiries by phone and email regarding our products, with a focus on technical questions.
- Ensure professional, solution-focused, and service-oriented communication.
- Work closely with logistics, returns, and support to ensure smooth processes.
- Maintain and further develop our ticketing system, including structured documentation of all inquiries.
- Analyze relevant service KPIs (e.g., response times, customer satisfaction) and derive and implement improvement measures.
- Continuously optimize processes in technical customer service and contribute ideas to improve service quality.
Requirements
- Excellent German skills at native-speaker level, both written and spoken.
- Professional experience in customer support/technical customer service is required, ideally in an e‑commerce environment.
- Initial experience in leading, coaching, or coordinating employees (e.g., as a senior, team lead, or shift supervisor) is an advantage.
- Ideally resident in Germany.
- Your most recent training or degree was completed at least two years ago (applications are also welcome without formal qualifications).
- Strong service orientation, friendliness, and patience — even in challenging situations.
- Enjoy solving problems in a structured manner and providing customers with a positive experience.
- Independent, reliable, and organized working style with a willingness to develop professionally and personally.
- Basic technical understanding of our sports equipment or willingness to quickly familiarize yourself with the products.
- Confident use of laptops, tablets, or smartphones and common tools (e.g., ticketing systems, email, Office applications).
Benefits
- Remote work — You work 100% remotely and can set up your workspace flexibly to suit your needs. This enables a good work–life balance and saves commuting time.
- Development & career progression — You assume responsibility in a key position from the start. Clear development opportunities exist, both technically and in expanding your leadership responsibilities.
- Attractive compensation & bonus system — You will receive a competitive salary with a performance-based bonus system that appropriately rewards commitment and results.
- Autonomy & scope to shape — You actively shape processes in technical customer service and can immediately contribute and implement your own ideas.
- Dynamic team — You will work in a motivated, growth-oriented team with short decision-making paths and without a rigid 9-to-5 mentality.
- Sports & health — You benefit from free use of our fitness equipment and work directly on products that contribute to an active and healthy lifestyle.
- Our philosophy “Hire for Attitude – Train for Skills” — We place great value on the right attitude, personal responsibility, and willingness to learn. A flawless CV is less important to us than motivation, professionalism, and enjoyment of customer contact.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supporttechnical customer serviceservice KPIsprocess optimizationstructured documentationproblem-solvingtechnical understanding
Soft skills
leadershipcoachingservice orientationfriendlinesspatienceindependencereliabilityorganizationcommunication