Customer Support and Compliance Team Lead

vor 9 Stunden

Berlin, Berlin, Deutschland SIDES (SimplyDelivery GmbH) Vollzeit
About This Role

We are seeking a highly skilled Customer Support and Compliance Team Lead to join our team at SIDES (SimplyDelivery GmbH). As a key member of our leadership team, you will be responsible for leading the customer service team and ensuring compliance with all relevant regulations. With a strong focus on service excellence, this role requires strategic thinking, in-depth support knowledge, and a commitment to maintaining the highest standards of customer service.

Responsibilities
  • Team Management: Lead, mentor, and develop the support team to ensure consistently high standards of customer service performance. Manage scheduling, performance reviews, and development plans to drive team growth and customer satisfaction.
  • Compliance Management: Ensure that all support processes comply with industry standards, company policies, and customer requirements. Develop and maintain a compliance framework that meets all regulatory requirements.
  • Process Optimization: Identify and optimize support processes and workflows to increase efficiency, accuracy, and customer satisfaction. Utilize data-based insights to adjust strategies.
  • Quality Assurance: Establish and monitor quality metrics for support interactions to ensure customer satisfaction and consistency in service. Regular audits and feedback for continuous improvement.
  • Escalation Management: Point of contact for complex or critical issues to ensure fast and customer-oriented solutions.
  • Cross-Department Collaboration: Work closely with Product, Sales, and Compliance teams to align support initiatives with overall business objectives.
  • Customer Feedback and Insights: Collect and analyze customer feedback to identify trends, improvement potential, and potential compliance risks. Create reports and recommendations for management.
  • Documentation and Training: Oversee the creation and updating of support documentation and training materials. Ensure that all team members are trained in compliance requirements and support best practices.
Requirements
  • Experience: At least 5 years of professional experience in a customer service or compliance role, including at least 2 years in a leadership position.
  • Industry Knowledge: Experience in SaaS, tech, or software industries, ideally in a high-growth environment.
  • Compliance Know-how: In-depth knowledge of compliance frameworks and relevant regulations in the support area as well as experience in implementing compliance measures.
  • Skills: Excellent problem-solving, communication, and leadership skills. Familiarity with support and compliance tools (e.g., CRM systems such as ZohoCRM, ticketing systems such as ZohoDesk).
  • Analytical Skills: Strong analytical and reporting skills to translate data into actionable insights.
  • Interpersonal Skills: Ability to collaborate with cross-functional teams, effectively manage relationships, and ensure alignment with business objectives.
  • Language Proficiency: Fluent German and English language proficiency (C1/C2) in both written and spoken form.
Perks & Benefits
  • A Recipe for Success: We turned 10 years old this year and are known as specialists in the food service/delivery industry. With SIDES, you represent a leading player in this field.
  • Add Ownership: We offer you the opportunity to shape your talent and ideas. You have freedom and responsibility in your daily work within your team.
  • High-Quality Work Equipment: You will receive first-class equipment to carry out your work successfully. In the office, you can expect modern equipment and enough space for pleasant interactions with the SIDES team.
  • Hungry for Growth: Personal growth and continuous learning are our top priorities. We conduct regular feedback cycles and offer you opportunities to participate in seminars, workshops, and conferences.
  • Baking a Positive Workplace: You can expect a fantastic, perfectly networked office in the heart of Berlin (Schöneberg).
  • Perks:
  • Company discounts (CorporateBenefits), access to several employee discounts
  • Discount on a gym membership
  • E-learning opportunities
  • Mental health app facility: InstaHelp
  • Snacks and drinks in the office

At SIDES, we are transforming the gastronomic delivery industry with our cutting-edge, cloud-based software. Our innovative, modular system is designed to meet the unique needs of each business, providing flexibility and scalability. With modules such as POS systems, webshops, apps, call centers, merchandise management, and vehicle and fleet management, we empower our clients to excel.

With an estimated salary range of €65,000 - €85,000 per annum, depending on experience and qualifications, this is an excellent opportunity for a motivated individual to take their career to the next level.

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