Customer Support Team Lead (German Speaker)

At BrainRocket we're on an exciting journey of growth and expansion into new markets. As we continue to thrive, we're seeking a passionate and experienced Customer Support Team Lead (German Speaker) to spearhead our efforts in delivering exceptional service to our valued customers. If you're ready to take on a leadership role in a dynamic and collaborative environment, this opportunity is for you!

🕘 Office Hours: Monday to Friday (9-18) with one shift (14-23) per week to support agents during peak periods.

✅ Main Responsibilities:

✔️ Provide leadership to a team of 20+ employees, fostering a positive and collaborative environment.

✔️ Conduct training and development sessions for team members.

✔️ Handle escalated complaints effectively.

✔️ Monitor team performance and provide constructive feedback for improvement.

✔️ Ensure smooth operation of customer support workflows, including ticket management, live chat, email responses, and phone support.

✔️ Maintain quality assurance processes to uphold the highest service standards.

✔️ Work towards monthly targets to improve key performance indicators such as Customer Satisfaction levels and response times.

✔️ Assist the CS Department in achieving quarterly targets by suggesting and executing solutions.

✔️ Collaborate internally and externally to address and resolve matters efficiently.

✔️ Communicate with customers when necessary.

✔️ Identify issues and implement solutions by analyzing data and customer feedback.

✔️ Utilize data to identify trends and report findings to the Head of Support daily.

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✅ Must Skills:

✔️ Excellent German and English proficiency.

✔️ Experience managing CS agents handling chats and emails.

✔️ Knowledge of CS processes and flows in chats.

✔️ Strong communication and troubleshooting skills.

✔️ Leadership, training, and multitasking abilities.

✔️ Experience in data analysis.

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✅ Good to Have:

✔️ Experience with ZenDesk.

✔️ Advanced Excel knowledge.

✔️ Experience in a call center.

✔️ Public speaking skills.

✅ We offer incredible benefits:

✔️Snacks in the Office;

✔️26 days of vacation per year;

✔️6 days of sick leaves without document required;

✔️Attractive office location and facilities - Brain Embassy office;

✔️Medical insurance for you and your partner;

✔️Sports package;

✔️Birthday, wedding, and newborn gifts;

✔️Languages classes (partially paid by the Company);

✔️Career growth opportunities;

✔️International corporate parties, great team-building events and activities.