Team Lead Customer Support

Vor 2 Tagen

München, Deutschland ClearOps GmbH Vollzeit

**Your mission**:
**About ClearOps**
ClearOps is a fast-growing supply chain tech startup with a mission to ensure that machines never break down again. By transforming service supply chains into a proactive, data-driven network, we maximize uptime and customer value for OEMs in industries such as agricultural machinery, construction machinery, trucking, automotive, material handling, and beyond. With a team of 60 ambitious professionals, we are scaling rapidly and looking for the right talent to join us on this journey.

**The Role**
As the Team Lead Customer Support, you will manage our support team, ensuring our customers receive exceptional service. You will combine hands-on technical support with leadership responsibilities, optimize processes, and drive continuous team development.

**Your profile**:
**Key Responsibilities**:

- Lead and manage the Customer Support team (both technically and organizationally)
- Ensure high levels of customer satisfaction and service quality
- Prioritize and escalate customer inquiries where needed
- Coach and develop team members to improve their skills and performance
- Collaborate closely with Product, Engineering, and Customer Success teams to enhance our product and customer experience
- Analyze support data, identify trends, and derive actionable improvements
- Support the selection and implementation of support tools (e.g., ticketing systems)

**Who You Are**:

- 3+ years of experience in technical customer support or a similar role, including at least 1 year in a leadership position
- Strong technical mindset and passion for technology
- Excellent communication skills in English (C1 level)
- Strong organizational and problem-solving abilities
- Experience working with Zendesk Support and Knowledge. Additional ticketing systems are a plus (e.g.Jira, Salesforce)
- Ability to balance strategic thinking with hands-on execution
- Knowledge of supply chain processes, data analytics, or SaaS solutions
- SQL or database knowledge is a plus but not mandatory
- Familiarity with product development and testing processes

**Why us?**:
ClearOps is a hidden champion on a strong growth path in the supply-chain-software industry. As part of ClerOps, you will be benefitting in several ways:
-**
Professional Growth**: Flat hierarchies and experienced leaders provide an ideal environment for you to grow and advance your career alongside the company.
- **Development & Scale Up**: Play a key role in shaping our customer support structure and processes as we continue to scale internationally.
- **Open Feedback & Appreciation**:Regular 1:1s with your manager and structured quarterly feedback sessions foster transparent communication.
- **TEAM**:Joint team events, such as Culture Week.
- **Workation**:Combine vacation and work and work from wherever you want.

**Are You Ready to Make an Impact?**

**Make sure to follow us on**Instagram**to stay up to date**

**About us**:
At ClearOps, we keep the world of machinery moving by transforming the entire service supply chain of machine manufacturers into a seamless data ecosystem. Our platform connects manufacturers, dealers, and machines to predict the demand for parts and services in ways never seen before, ensuring that machinery never stops working. As a young, ambitious team of 50+ experts spread across Munich, Lisbon, San José, and Atlanta, we're passionate about personal growth and professional impact.

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