Team Lead
vor 2 Monaten
**THE OPPORTUNITY**:
At Tradebyte you work hand in hand with the biggest players in e-commerce - from hip fashion brands to big online shops. We offer you an open work structure and an incomparable team spirit. We believe that work and passion are compatible and for that we offer the appropriate surroundings. With continuous growth, we are looking for new colleagues who share our passion for work. Love what you do - do what you love. Become part of Tradebyte, an independent company within the Zalando Group
***
**JOB INFO**:
**CONTRACT**
- Full-Time
- **JOB FAMILY**
- IT & Technology
- **EXPERIENCE LEVEL**
- Professional Level
- **TEAM SIZE**
**RECRUITER**
- Simon Willecke
- **LOCATION**
- Ansbach, Germany
- **WHAT WE’RE LOOKING FOR**:
- You have previously led a technical or customer support team
- Experience with 1st level customer-facing support processes is a plus
- You are familiar with key operational metrics and actively use them to manage your team
- You have a broad technical understanding of software systems and technologies (MySQL, XML/XSD, CSV, APIs, file systems, and transfer mechanisms)
- Your empathy allows you to understand and consider the motivation and context of team members’ and stakeholders’ actions
- You act cool-headed in difficult or stressful situations, communicate to the point, and get internal and external stakeholders aligned quickly
- You are passionate about solving problems and helping others to find solutions
**YOUR RESPONSIBILITIES**:
- You lead a team of 6-10 members with different cultural and educational backgrounds and are responsible for recruiting, career development, and continuous feedback
- You enable Tradebyte’s Application Management Team to effectively manage 2nd level support for incoming incidents and problems
- You work with the wider operations, product and commercial organisation to establish sustainable processes for problem and incident management according to standard frameworks (ITIL)
- You create and maintain organisational processes, structures, and tools that facilitate tracking key operational metrics and reporting on them (like SLA fulfillment)
- You support the team with major incident cases
- You act as an ally to the product organisation by constantly collecting and aggregating feedback about recurring customer issues
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