Customer Support Team Lead

Vor 5 Tagen

Berlin, Berlin, Deutschland SAP Vollzeit

About the Role

This is a unique opportunity to lead a high-performing customer support team at SAP, a global leader in enterprise software solutions. As a Customer Support Manager, you will be responsible for guiding and developing a team of customer support professionals to deliver exceptional service to our customers.

Key Responsibilities

  • Lead a team of customer support professionals to ensure they meet their role expectations and deliver excellent service.
  • Develop and implement strategic plans to improve customer satisfaction and loyalty.
  • Collaborate with cross-functional teams to drive business growth and improve operational efficiency.
  • Monitor and analyze support metrics and Key Performance Indicators (KPIs) to inform business decisions.
  • Provide clear and timely feedback to team members regarding their performance and development.
  • Closely collaborate with Support QA to enhance and improve our process landscape.
  • Instill a customer-centric approach within the team and ensure equitable treatment of all customers.

Requirements

  • 5+ years of experience leading a customer support team.
  • Excellent communication and interpersonal skills.
  • Experience in working with customer success and development.
  • Knowledge of process management.
  • Strong organizational and time-management focus.
  • Ability to prioritize tasks and manage multiple responsibilities.
  • Managing and resolving conflicts within the team.
  • Proven ability to build meaningful relationships with various functions.
  • Ability to manage customer escalations.
  • Ability to drive engineer development plans.

About SAP

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.

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