Team Lead Customer Support Specialists (f/m/d)
Team Lead Customer Support Specialists (f/m/d)
Posted on :
16-08-2025
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1 Vacancy
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Job Description
OUR PURPOSE AT PLANCRAFT
Building the backbone of European trades together with AI and voice-first software.
Were not just building software were on a mission to create space for contractors & tradespeople by equipping them with AI solutions that work the way they do: fast practical and voice-first. With Tier 1 Investors from Europe and the US like Headline and Creandum as well as 20000 tradespeople as customer base were scaling across Europe to turn scattered tradespeople into thriving communities. We believe in zero admin not zero personality and we build every feature with the people in mind who wear the boots not the suits. Were #stoked to shape the future #together as a team and #humble in our mission to support the builders of tomorrow.
Were not just building software were on a mission to create space for contractors & tradespeople by equipping them with AI solutions that work the way they do: fast practical and voice-first. With Tier 1 Investors from Europe and the US like Headline and Creandum as well as 20000 tradespeople as customer base were scaling across Europe to turn scattered tradespeople into thriving communities. We believe in zero admin not zero personality and we build every feature with the people in mind who wear the boots not the suits. Were #stoked to shape the future #together as a team and #humble in our mission to support the builders of tomorrow.
YOUR MISSION AT PLANCRAFT
We are looking for a drivenTeam Lead Customer Support Specialists who will take our growing support team to the next this role you will not only lead and develop a team of talented specialists but also help shape the future of customer support at plancraft through AI-driven processes data-led decision-making and world-class service delivery.
Your mission is to ensure that our Customer Support team operates as ascalable AI-powered high-quality service organisation that consistently delivers excellent customer experiences while developing our team members into advanced experts.
Your Responsibilities
Your mission is to ensure that our Customer Support team operates as ascalable AI-powered high-quality service organisation that consistently delivers excellent customer experiences while developing our team members into advanced experts.
Your Responsibilities
- Lead coach and develop the Customer Support Specialists guiding Juniors to Mid-Level and Mid-Level to Senior progression.
- Act as the first point of contact for escalations operational questions and complex cases.
- Monitor daily ticket queues to ensure timely assignment prioritisation and resolution according to SLAs and the FIFO principle.
- Actively handle a share of customer tickets focusing on advanced or urgent cases.
- Oversee the rollout and optimisation of AI-powered first-level support with the goal of automating 50% of ticket resolution.
- Track analyse and act on key KPIs such as reachability resolution times backlog and customer feedback.
- Manage workload distribution and scheduling to improve customer reachability from the current baseline to at least 60% in the first phase.
- Maintain and enhance the knowledge base ensuring all customer-facing resources are accurate and up to date.
- Collaborate with the Head of Customer Success on strategy KPI reviews and performance improvements.
- Identify and close skill gaps through targeted training and coaching.
- Drive process improvements and identify additional opportunities to expand AI capabilities.
YOUR PROFILE
Must-haves
Nice-to-haves
- Proven experience in a customer support leadership role (Team Lead or equivalent).
- Strong people management and coaching skills with a track record of developing talent.
- Experience in customer support operations including SLA management and KPI tracking.
- Data-driven decision-making mindset and analytical skills.
- Ability to manage high ticket volumes and prioritise effectively under pressure.
- Hands-on problem-solving skills for complex escalated cases.
- Youre curious to explore how AI can support your work and eager to grow your skills with our support.
- Strong written and verbal communication skills in English (B2) and German (C2).
- Based in our Hamburg with openness for regular office presence or open for regular traveling (min. twice per month) to our HQ in Hamburg.
Nice-to-haves
- Experience scaling support teams in a high-growth SaaS environment.
- Knowledge of AI-powered support tools and automation workflows.
- Familiarity with customer support platforms such as Zendesk Freshdesk or Intercom.
- Previous experience in B2B software support.
- Proficiency in analytics or BI tools (e.g. Looker Power BI).
WHY PLANCRAFT
- Team Spirit: Were driven by passion commitment and a shared mission. Team spirit matters to us and we make it visible: with three major team events per year two casual monthly formats at our Hamburg HQ and a strong recognition culture where we regularly celebrate both the big and small wins together.
- Ownership: Youre encouraged to take ownership from day a flat hierarchy and high-trust environment youre empowered to make meaningful decisions and drive real impact.
- Learning & Growth: We invest in your personal and professional development through a strong feedback culture a personal learning budget and targeted enablement formats. Our goal is to help you unlock your full potential.
- AI Enablement: Our internal tools and workflows are AI-enabled by design. We support every team and individual in applying AI at the next level in their daily work including getting your own ChatGPT license of course.
- Tech & Tooling: Youll receive a MacBook premium over-ear headphones and everything else you need from hardware to tools to be effective in your daily doing.
- Flexibility: Whether remote hybrid or on-site you work where youre at your best. Our Hamburg office at Rdingsmarkt (with a rooftop terrace) is always open and you decide each week how often you come in. Some roles even allow for fully remote setups. And if you need a change of scenery working abroad is always an option.
- Recharge: To ensure the needed rest we offer 30 vacation days per year (based on a 5-day week) and Dec 24th off. We also subsidize your Urban Sports Club membership and organize internal sport meetups.
- Mobility: You can lease a JobRad (Bike) and get a subsidized Deutschlandticket or BahnCard for public transport to be supported in your commute.
- International Environment: Were becoming more international every month with team members already in Italy France the Netherlands and Austria which is why English is our internal company language.
About us
Were #stoked to shape the future#together as a team and #humble in our mission to support the builders of tomorrow. For a first impression of us take a look at our Instagram and LinkedIn page.
Diversity makes us better.
We welcome people of all backgrounds identities abilities and experiences and we believe that different perspectives lead to better ideas stronger products and a healthier workplace. If youre excited about our mission but your experience doesnt align perfectly with every requirement we encourage you to apply anyway. You might be exactly who were looking for.
On the application process
We want your candidate experience with us to be smooth transparent and enjoyable. We aim to get back to you regarding your application within 5 business days. Our interview process typically takes about 4 weeks from start to finish though this may vary by role. You can learn more about our processhere. If you need adjustments or flexibility at any stage please dont hesitate to let us know well do our best to make it work for you.
Note on creating a test account:
If you would like to create a test account as part of the challenge please enter Applicant in the relevant field during registration and select Other under Trade. This ensures that our sales team does not mistakenly register you as a craft business and reach out to you unnecessarily.
Diversity makes us better.
We welcome people of all backgrounds identities abilities and experiences and we believe that different perspectives lead to better ideas stronger products and a healthier workplace. If youre excited about our mission but your experience doesnt align perfectly with every requirement we encourage you to apply anyway. You might be exactly who were looking for.
On the application process
We want your candidate experience with us to be smooth transparent and enjoyable. We aim to get back to you regarding your application within 5 business days. Our interview process typically takes about 4 weeks from start to finish though this may vary by role. You can learn more about our processhere. If you need adjustments or flexibility at any stage please dont hesitate to let us know well do our best to make it work for you.
Note on creating a test account:
If you would like to create a test account as part of the challenge please enter Applicant in the relevant field during registration and select Other under Trade. This ensures that our sales team does not mistakenly register you as a craft business and reach out to you unnecessarily.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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