CONROO

Customer Support Lead

CONROO

full-time

Posted on:

Location Type: Hybrid

Location: Munich • 🇩🇪 Germany

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Job Level

Senior

About the role

  • Own the Customer Support department, redesign it for efficiency, and implement a Customer Support TOM that enables 24/7 support across all continents, powered by AI and minimal human resources.
  • Redesign workflows, introducing automation and AI-driven solutions to improve customer support processes.
  • Manage and mentor customer support working students, with the responsibility to grow and structure the team over time.
  • Ensure the team delivers timely and effective responses across all customer support channels.
  • Serve as the primary escalation contact for critical customer matters.
  • Provide resources, workflows, and documentation that enable the team to resolve issues independently, reducing reliance on the Tech and Sales team.
  • Extract important product updates from customer insights and channel them to the Product & Dev team for further implementation.
  • Define and track key performance indicators to ensure continuous improvement and high-quality support.

Requirements

  • Native-level proficiency in German is required, with fluent English proficiency to ensure effective communication
  • 3-5 years in Customer Success, Customer Support, Account Management, or a related role, ideally with leadership exposure
  • Strong understanding of AI tools, and automation
  • Strong leadership skills with the ability to manage, coach, and grow teams
  • Experience with customer support tools such as Intercom, Zendesk, or similar platforms is required
  • Experience in building global customer support operations
  • Experience in a startup or high-growth company, ideally within a SaaS or technology-driven industry is a plus
  • A strong sense of ownership, with the ability to work independently, take on a high level of responsibility, and a drive to make a meaningful impact
  • A commitment to consistently raise standards by improving quality and efficiency in all aspects of work
  • An independent, hands-on mindset with a 'never-stop-learning' attitude and a desire to grow alongside the team
  • A strong sense of accountability, taking initiative to see tasks through to completion and proactively addressing challenges.
Benefits
  • Gain invaluable insights into building a logistics tech start-up and enjoy the freedom to take ownership of your work in an autonomous environment that encourages and supports your growth.
  • We foster a culture of openness, transparency, and trust, where everyone's ideas and opinions are valued and respected.
  • All team members feel welcome and appreciated for who they are.
  • We have a vibrant workspace designed to keep you motivated and inspired in the heart of Munich.
  • Flexible hours and 30 days of workation to ensure that our team members can work at times that suit their individual needs and schedules.
  • Fun team events and an exciting off-site once a year to build team spirit and bond with each other.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
AI toolsautomationcustomer support processeskey performance indicatorscustomer successaccount managementleadership exposureglobal customer support operationsSaaStechnology-driven industry
Soft skills
leadershipcoachingteam growthindependenceownershipinitiativeaccountabilityproblem-solvingcommunicationcontinuous improvement