Team Lead Customer Support Specialists

**OUR PURPOSE AT PLANCRAFT**:
**Building the backbone of European trades together - with AI and voice-first software.**
We’re not just building software - we’re on a mission to create space for contractors & tradespeople by equipping them with AI solutions that work the way they do: fast, practical, and voice-first. With Tier 1 Investors from Europe and the US, like Headline and Creandum as well as 20,000+ tradespeople as customer base, we’re scaling across Europe to turn scattered tradespeople into thriving communities. We believe in zero admin, not zero personality - and we build every feature with the people in mind who wear the boots, not the suits. We’re #stoked to shape the future, #together as a team, and #humble in our mission to support the builders of tomorrow.

**YOUR MISSION AT PLANCRAFT**:
We are looking for a driven **Team Lead Customer Support Specialists** who will take our growing support team to the next level. In this role, you will not only lead and develop a team of talented specialists, but also help shape the future of customer support at plancraft through AI-driven processes, data-led decision-making, and world-class service delivery.
Your mission is to ensure that our Customer Support team operates as a **scalable, AI-powered, high-quality service organisation** that consistently delivers excellent customer experiences while developing our team members into advanced experts.

**Key Responsibilities**
- Lead, coach, and develop the Customer Support Specialists, guiding Juniors to Mid-Level and Mid-Level to Senior progression.
- Act as the first point of contact for escalations, operational questions, and complex cases.
- Monitor daily ticket queues to ensure timely assignment, prioritisation, and resolution according to SLAs and the FIFO principle.
- Actively handle a share of customer tickets, focusing on advanced or urgent cases.
- Oversee the rollout and optimisation of AI-powered first-level support with the goal of automating 50% of ticket resolution.
- Track, analyse, and act on key KPIs such as reachability, resolution times, backlog, and customer feedback.
- Manage workload distribution and scheduling to improve customer reachability from the current baseline to at least 60% in the first phase.
- Maintain and enhance the knowledge base, ensuring all customer-facing resources are accurate and up to date.
- Collaborate with the Head of Customer Success on strategy, KPI reviews, and performance improvements.
- Identify and close skill gaps through targeted training and coaching.
- Drive process improvements and identify additional opportunities to expand AI capabilities.

**YOUR PROFILE**:
**Must-haves**
- Proven experience in a customer support leadership role (Team Lead or equivalent).
- Strong people management and coaching skills, with a track record of developing talent.
- Experience in customer support operations, including SLA management and KPI tracking.
- Data-driven decision-making mindset and analytical skills.
- Ability to manage high ticket volumes and prioritise effectively under pressure.
- Hands-on problem-solving skills for complex, escalated cases.
- You’re curious to explore how AI can support your work and eager to grow your skills with our support.
- Strong written and verbal communication skills in English (B2) and German (C2).
- Based in our Hamburg with openness for regular office presence or open for regular traveling (min. twice per month) to our HQ in Hamburg.

**Nice-to-haves**
- Experience scaling support teams in a high-growth SaaS environment.
- Knowledge of AI-powered support tools and automation workflows.
- Familiarity with customer support platforms such as Zendesk, Freshdesk, or Intercom.
- Previous experience in B2B software support.
- Proficiency in analytics or BI tools (e.g., Looker, Power BI).

**WHY PLANCRAFT?**:

- ** Team Spirit**: We’re driven by passion, commitment, and a shared mission. Team spirit matters to us — and we make it visible: with three major team events per year, two casual monthly formats at our Hamburg HQ, and a strong recognition culture where we regularly celebrate both the big and small wins together.
- ** Ownership**: You’re encouraged to take ownership from day one. In a flat hierarchy and high-trust environment, you’re empowered to make meaningful decisions and drive real impact.
- ** Learning & Growth**: We invest in your personal and professional development through a strong feedback culture, a personal learning budget, and targeted enablement formats. Our goal is to help you unlock your full potential.
- ** Tech & Tooling**: You’ll receive a MacBook, premium over-ear headphones, and everything else you need — from hardware to tools — to be effective in your daily doing.
- ** Flexibility**: Whether remote, hybrid, or on-site — you work where you’re at your best. Our Hamburg office at Rödingsmarkt (with a rooftop terrace) is always open, and you decide each week how often you come in. Some roles even allow for