zvoove

Team Lead, Customer Service

zvoove

full-time

Posted on:

Location Type: Hybrid

Location: Wietmarschen-Lohne • 🇩🇪 Germany

Visit company website
✨ AI Apply
Apply

Job Level

Senior

About the role

  • Responsibility for the Customer Service area within the personnel services product domain
  • Focus on recruiting, onboarding and further development of the team
  • Optimization of organization, processes, revenue and technical framework
  • Ensure that customer requests are efficiently prioritized and resolved and that SLAs are met
  • Act as a role model and coach for the team
  • Conduct employee reviews and team meetings in a motivating and goal-oriented manner
  • Support individual development through realistic, challenging goals and targeted coaching
  • Continuously develop the customer service function
  • Collaborate with other customer service teams and across departments

Requirements

  • At least 5 years of professional experience in a comparable role, ideally in a customer-focused environment — SaaS experience is desirable
  • Extensive experience in leading and developing teams, with knowledge of project management
  • Experience in process design, monitoring and optimizing workflows with a strong focus on customer satisfaction, customer retention, churn prevention, and expansion
  • High level of initiative, a hands-on mentality and a structured, independent way of working
  • Sound, data-driven decision making and an entrepreneurial approach
  • Strong communication skills, assertiveness and a confident presence
  • Enthusiasm for IT topics and working with complex software
  • Fluent German and good English skills, both written and spoken
  • Willingness to work on-site in Wietmarschen-Lohne at least three days per week
Benefits
  • Work in an empathetic and appreciative team
  • Structured onboarding and inclusion in the leadership program
  • Opportunity to contribute personally to the continued development of a reflective organization
  • Opportunity to participate in the benefits of our hybrid work concept, including working in the office, from home, mobile work and workation
  • A variety of benefits such as pension plans, health management and employee discounts
  • Well-behaved dogs are welcome at all locations

Applicant Tracking System Keywords

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

Hard skills
project managementprocess designworkflow optimizationcustomer satisfactioncustomer retentionchurn preventionSaaS
Soft skills
team leadershipcoachingcommunicationassertivenessinitiativehands-on mentalitystructured workingindependent workingmotivational skillsgoal-oriented