Team Lead – Customer Success & Support
ProSolution AG
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇦🇹 Austria
Visit company websiteJob Level
Senior
About the role
- As Team Lead (m/f/d) Customer Success / Support for ProSolution Austria, you will take both professional and disciplinary responsibility for a four-person team
- You will develop team members through coaching and a culture of feedback
- Ensure excellent customer service and leverage modern AI tools (e.g., n8n, make.com) to automate and optimize our processes
- Work hands-on — both in customer communication (ticket management, customer meetings) and in retention management
- Facilitate team meetings and promote collaboration, ownership, and continuous learning
- Resource and deployment planning for the HelpDesk
- Actively participate in customer support, including ticket handling, prioritization, and escalations
- Directly manage key accounts and support the team with complex cases
- Conduct webinars for customers and internal teams
- Identify process improvement opportunities and monitor relevant KPIs
- Work closely with specialist departments to optimize workflows
- Serve as the interface to Product, Sales, and Marketing in Austria
- Represent Customer Success interests in cross-departmental meetings
Requirements
- Experience leading a customer service team (Team Lead, Supervisor, or similar) and in escalation management
- Practical experience with AI-driven automations and automation tools
- Demonstrable hands-on mindset: you actively contribute to day-to-day operations while leading the team
- Experience with ticketing systems (e.g., Jira Service Management, Salesforce) and technical affinity, including basic knowledge of API logic, automation, and data flows
- Strong communication and coaching skills
- Ideally: experience in the personnel services industry, B2B SaaS environment, or in Customer Success
Benefits
- Work within an empathetic and appreciative team
- Opportunity to apply your knowledge and personal strengths, and to further qualify and develop professionally
- Start with a structured onboarding and learn on the job, through training or informal learning formats (e.g., zvoove Garage) in interdisciplinary and international teams
- Opportunity to participate in our hybrid work concept, which includes office, home office, and mobile work
- Modern tech stack and agile working methods as standard
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
AI-driven automationsticket managementescalation managementAPI logicautomationdata flows
Soft skills
coachingcommunicationcollaborationownershipcontinuous learning