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Team Lead Customer Service & Support
ORGA-SOFT Organisation und Software GmbHTeam Lead Customer Service leading the Customer Success Team at ORGA-SOFT®, supporting clients in the ERP software sector. Ensuring high service quality and customer satisfaction for INTEGRA® users.
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Subject-matter and organizational leadership of the Customer Success team
- Support and development of team members in day-to-day operations
- Conduct regular feedback, development and target-setting meetings
- Resource and deployment planning within the team
- Ensure high service and response quality
- Promote a positive, solution-oriented and cross-team mindset
- Strategic management and development of existing customer relationships
- Escalation management for critical customer inquiries or project situations
- Ensure high customer satisfaction and sustainable customer retention
- Support with complex technical or organizational issues
- Identify optimization and development opportunities for customers
- Close collaboration with Consulting, Project Management, Sales and Development
- Further development of internal service and support processes
- Define and monitor relevant KPIs and service levels
- Optimize ticket, communication and escalation processes
- Establish and maintain standards, documentation and best practices
- Support the introduction of new processes, tools and structures
- Contribute to the development of the Customer Success strategy
Requirements
What you’ll need- Successfully completed degree in Business, Business Informatics, Business Administration, Computer Science or a comparable qualification
- Several years of professional experience in Customer Success, ERP environment, IT support, consulting or project management
- Initial experience in technical or disciplinary leadership of teams
- Excellent communication and organizational skills
- Strong customer and service orientation
- Experience working with ERP systems or complex software solutions
- Structured, analytical and solution-oriented way of working
- Confident presence and professional handling of customers and internal stakeholders
- Experience with ticketing, CRM or service management systems is an advantage
- Good knowledge of commercial and operational processes
- Very good written and spoken German skills
Benefits
Comp & perks- Permanent employment with flexibility regarding working hours/location to support your work–life balance
- Mentorship program and individualized onboarding plan for new employees
- Training opportunities for professional and personal development
- A responsible and exciting working environment with varied tasks within a committed team
- Very good working atmosphere with friendly colleagues
- Company and team events as well as fitness options in the main building
- Ergonomic workstations with modern equipment
- Flat hierarchies and short decision-making paths
- Informal culture (first-name basis) and family-like atmosphere
- Device leasing and bike leasing
- Company pension scheme
- Company parking spaces / bicycle parking
- Vacation and Christmas bonuses
- Bonus schemes
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessERP systemsIT supportconsultingproject managementKPI monitoringservice level managementticketing systemsCRM systemscommercial processes
Soft Skills
leadershipcommunicationorganizational skillscustomer orientationanalytical skillssolution-oriented mindsetcollaborationfeedback managementproblem-solvingpresence