Team Lead

At **Statista**, we’re all about facts and data, for we are the world's leading business data platform. By providing reliable and easy-to-use data as well as various data analytics products and services, we empower people worldwide to make fact-based decisions.

Founded in Hamburg in 2007, we have quickly grown into a global company with offices in major cities such as London, New York, Berlin and Tokyo. And we still have a lot of plans. Our constant growth does not only prove our success, but also keeps creating new development and career opportunities for our employees.

We value and celebrate our diverse culture. You are welcome here for who you are, no matter where you come from, what you look like, or whether you prefer bar graphs to pie charts. Your story matters - keep writing it as part of our team.

Are you ready to join us?

As the **Team Lead - Client Services**, you will drive excellence in user support, technical issue resolution, and service management by automating processes, evaluating new technologies, and implementing SLAs to enhance service quality. You will lead a team responsible for first-level user support, account administration in Salesforce (SF) & CRM, second-level technical support, access management, and escalation handling. Your mission will be to improve efficiency, reduce manual workload, and create a world-class support structure.

**Key Responsibilities**:
1. Global Leadership
- Building and leading a global team of Client Service Managers
- Drive personal and professional growth within the team.
- Drive progress, engagement & innovation with the key responsibilities of the team.

2. Automating & Optimizing Support Processes:

- Identify repetitive tasks and drive automation to improve efficiency and reduce manual work.
- Evaluate AI-driven chatbots, self-service options, and workflow automation for better user experience.
- Continuously analyse service performance to identify areas for optimization.

3. Efficiency & Innovation:

- Work with Revenue Operations teams to integrate new processes & workflows for improved ticketing, monitoring, and incident resolution.

4. First-Level & Second-Level Support Excellence:

- Oversee a high-performing support team, ensuring swift issue resolution.
- Manage user account administration in Salesforce & CRM, ensuring security and compliance.
- Act as an escalation point for complex technical support cases
- Act as SPOC for Product Services and Tech Teams for CRM.

5. Access Management & Security Compliance:

- Ensure proper role-based access control (RBAC) and identity governance.
- Conduct regular audits of user access rights to meet security standards.
- Collaborate with security teams to enforce best practices for data protection and authentication.

6. SLA Implementation & Performance Monitoring:

- Define and introduce Service Level Agreements (SLAs) for response and resolution times.
- Implement & monitor key performance indicators (KPIs) and ensure adherence to service targets.
- Generate reports and insights on support efficiency, resolution times, and automation impact.

7. Escalation & Incident Management:

- Establish a structured incident escalation process to resolve critical technical issues.
- Provide timely communication and reporting to leadership on major incidents and resolution progress.
- Manage internal and external incident communication

**Skills & Qualifications**:

- Proven experience in support leadership, service management, or technical operations.
- Strong knowledge of Salesforce (SF), CRM systems
- Expertise in access management, security compliance, and identity governance.
- Strong understanding of SLA frameworks and support process optimization.
- Excellent leadership, problem-solving, and stakeholder management skills.

**What we offer**

In addition to our great team, culture, and our shared goal of empowering people with data, there are many other things that make Statista a great place to work Join us and benefit from:

- Work from abroad 10 days a year (up to 30 if your family lives abroad)
- Hybrid work and flex-time
- International team and social events
- Career & training opportunities
- Attractive locations and modern offices
- Mental health support with OpenUp