Team Lead Support Excellence & Experience (all genders)
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Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
Your creative field
We are looking for a full-time permanent Team Lead Support Excellence & Experience based in Germany to start as soon as possible. We live remote-first but you have the freedom to choose whether you want to work hybrid or completely on-site due to your proximity to one of our locations.
Imagine starting your week with dashboards that tell a clear story: customer satisfaction is rising support queues are flowing smoothly processes are stable and your teams are aligned.
This is not a coincidence - this is leadership.
As our new Head of Support Excellence & Experience you take full ownership of our entire support processes and shape how customers experience our this role you will take full responsibility for our Support Excellence & Experience function and lead a team of five managers.
Together you ensure that technical and commercial customer support work seamlessly and are experienced by our customersas one cohesive unit. You act as the key interface between support areas create clear structures and consistently align support operations with customer satisfaction and performance KPIs.
Alongside your team you are responsible for running a stable and scalable support operation from forward-looking shift and capacity planning to ongoing training and coaching of our agents. At the same time you continuously optimize processes and drive automation initiatives to improve efficiency and service quality.
A strong focus of this role is the further development of the entire support journey. You enhance our support tools and chatbot oversee rating management and ensure high-quality process documentation as well as a well-structured external knowledgebase and self-service solutions.
In addition you contribute to and lead company-wide projects related to support initiatives. If you combine strategic thinking with hands-on execution you will turn support into a true competitive advantage for the entire company.
Imagine starting your week with dashboards that tell a clear story: customer satisfaction is rising support queues are flowing smoothly processes are stable and your teams are aligned.
This is not a coincidence - this is leadership.
As our new Head of Support Excellence & Experience you take full ownership of our entire support processes and shape how customers experience our this role you will take full responsibility for our Support Excellence & Experience function and lead a team of five managers.
Together you ensure that technical and commercial customer support work seamlessly and are experienced by our customersas one cohesive unit. You act as the key interface between support areas create clear structures and consistently align support operations with customer satisfaction and performance KPIs.
Alongside your team you are responsible for running a stable and scalable support operation from forward-looking shift and capacity planning to ongoing training and coaching of our agents. At the same time you continuously optimize processes and drive automation initiatives to improve efficiency and service quality.
A strong focus of this role is the further development of the entire support journey. You enhance our support tools and chatbot oversee rating management and ensure high-quality process documentation as well as a well-structured external knowledgebase and self-service solutions.
In addition you contribute to and lead company-wide projects related to support initiatives. If you combine strategic thinking with hands-on execution you will turn support into a true competitive advantage for the entire company.
What convinces us
Your personality paired with:
- extensive leadership experience in customer supportand customer experience management with full ownership of performance strategy and results
- 10yearsofprofessionalexperienceincludingat least 3yearsin aseniorleadershiprolewithover allmanagementresponsibility
- experienceinthehostingindustryandfamiliaritywithtoolssuchasFreshdeskorZendeskare advantageous
- strongexpertiseinprocessexcellenceautomationand AI-drivenoptimizationinitiatives
- data-driven decision-making mindset with deep understanding of customer satisfaction and performance KPIs
- degreein Business Administrationoracomparablefield
- fluentin English; Germanisa plus
We know that you may not currently meet all the requirements. But if you come to us with the right amount of commitment and enthusiasm we can take off together and make a big difference.
Awesome Prospects
At Contabo we are in a constant state of change. Even through our strong growth we always remain flexible and everyone gets the opportunity to actively shape the future of Contabo and of our customers. With us everyone can develop their full potential in an environment with flat hierarchies freedom to organize their work and time direct communication an open feedback culture and leave a footprint through creative co-design.
Plus we offer further advantages:
Plus we offer further advantages:
- great freedom for your creative ideas
- ongoing professional and personal development opportunities in an innovative and technological environment
- a comprehensive induction with your colleagues by your side
- modern and convenientlylocatedworkplaces at our European locations
- Remote or hybrid working opportunities with the same technical equipment at home as in the office
- flexible working hours for a healthy work-life balance
- 30-day vacationby default
- the possibility of working in our summer office in Mallorca as well as from any EU country
- an extra day off to get involved in social activities as part of our Volunteer Day
- attractive conditions on many products and services through our corporate benefits program
- unforgettable moments at our company events and team events
How to reach us
You can reach Alina by phone at 49 (0) 89 or by email at .
About us
Contabo - High-quality Cloud Hosting Made in Germany!
As a leading infrastructure service provider in the field of cloud instances and dedicated servers we have stood for first-class quality reliability and favorable prices since our foundation in Munich in 2003. Meanwhile more than 225000 customers in over 190 countries trust our services.
We specialize in providing German quality to users worldwide focusing on the stability and security of our data centers the optimization of internal processes and excellent customer support.
Become a part of our future-oriented company which plays a significant role in the development of digital cloud hosting and support us with your ideas and commitment.
As a leading infrastructure service provider in the field of cloud instances and dedicated servers we have stood for first-class quality reliability and favorable prices since our foundation in Munich in 2003. Meanwhile more than 225000 customers in over 190 countries trust our services.
We specialize in providing German quality to users worldwide focusing on the stability and security of our data centers the optimization of internal processes and excellent customer support.
Become a part of our future-oriented company which plays a significant role in the development of digital cloud hosting and support us with your ideas and commitment.
Key Skills
- Law Enforcement
- ABB
- Marine Biology
- Filing
- Automobile
- AV
About Company
Contabo - High-quality Cloud Hosting Made in Germany! As a leading infrastructure service provider in the field of cloud instances and dedicated servers, we have stood for first-class quality, reliability and favorable prices since our foundation in Munich in 2003. Meanwhile, more tha ... View more
