German Speaking Customer Support Team Manager

Our client is currently looking for an experienced Team Leader to lead their German and Austrian Customer Support Team managing a team of over 30 skilled agents.

This is an excellent opportunity for a hands-on leader with strong people management skills and experience in Customer Support or Call Centre environments within Finance iGaming Payments or other regulated industries.

You will play a key role in driving team performance supporting daily operations and ensuring an exceptional standard of customer experience across all touchpoints. This role offers the opportunity to take ownership of a large Customer Support function combining day-to-day team leadership with broader operational responsibilities to support the continued growth and success of the department.

Responsibilities

• Lead inspire and develop a team of 40 agents to consistently achieve performance and quality targets.
• Oversee day-to-day operations including resource planning scheduling and workload management
• Provide ongoing coaching feedback and one-to-one performance reviews to support team growth and engagement.
• Ensure all customer interactions adhere to company standards policies and compliance requirements.
• Manage and resolve escalated cases with professionalism and empathy.
• Collaborate with other departments to resolve complex issues and improve service processes.
• Monitor and analyse key performance indicators (KPIs) to evaluate team results and identify areas for improvement.
• Prepare and present detailed performance reports and insights to senior management.
• Recommend and implement process improvements to boost efficiency productivity and customer satisfaction.
• Foster a positive performance-driven team culture based on accountability transparency and continuous development.
• Take ownership of the overall performance and effectiveness of the German Customer Support function ensuring operational targets service levels and team objectives are consistently achieved.
• Support management with employee performance management processes including performance improvement plans disciplinary actions workforce planning and operational decision-making.

Requirements

• Proven experience leading teams of 20 employees in Customer Support or Call Centre environments ideally within Finance iGaming Payments or other regulated industries.
• Strong understanding of collections processes and customer experience best practices.
• Excellent communication skills in both German and English.
• Demonstrated ability to motivate coach and develop individuals to reach their full potential.
• Confident working with CRM systems reporting tools and MS Office applications.
• Strong analytical and problem-solving mindset with the ability to make data-driven decisions.
• Previous experience leading Customer Support teams with responsibility for quality assurance call monitoring coaching escalations management and agent performance development.
• Experience managing larger Customer Support operations including conducting performance reviews handling disciplinary matters and driving operational performance through KPIs and service metrics.

• Health Insurance
• Paid Voluntary Overtime
• Monday to Friday - no weekends
• 10% annual performance bonus
• Salary increase after successful probation
• Relocation package of up to 1000 Eur