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Customer Support Team Lead

vor 4 Monaten

Munich, Deutschland EQS Group Vollzeit

JOIN OUR TEAM

Are you passionate about customer service and leading a team to success? Our team is seeking a dynamic  Team Lead for our Customer Support departmen t. You will be responsible for leading and  guiding  our customer support team,  ensuring  the  quality  and  efficiency of our support services, and  creating  a  collaborative  and  supportive team   you're looking for a leadership role with the opportunity to mentor and inspire a team – this may be the right spot for you
 
EQS Group  is a leading international cloud software provider in the areas of corporate compliance and investor relations.  By working with EQS Group, thousands of companies worldwide inspire trust by fulfilling complex national and international disclosure obligations, minimizing risks, and communicating transparently with stakeholders. 
 
Transparency  is especially important to us. That is why we communicate all our commitments to sustainability, diversity, equality , and  well-being  on our homepage and our social media platforms. We do this for you, for us, for everyone – fairly and publicly. 
 
The key to our success is  hiring talented people  who bring passion to the table every day, take responsibility, and support each other in the best possible way to create a trustworthy environment.
Help us revolutionize together

OUR CULTURE DRIVES OUR BENEFITS

You're important. A trusting environment and lifelong learning for your individual development. Set personal development goals, receive support and regular feedback. We support you in equipping yourself for success

Living our values . Take responsibility for a variety of tasks, find out what you like to work on, and find your way to make your own personal impact with us 

Great atmosphere.  Regular team events, corporate volunteering days, a talented international team, and a common goal that unites us all.

Be part of an exciting journey. Contribute to our success story of becoming the leading European cloud provider for corporate compliance and investor relations solutions. 

Work-life balance is a must.  Work in a modern office equipped with state-of-the-art hardware. In addition, we offer flexibility through our hybrid-working model, conveniently arrange your working hours, and the ability to work from abroad within the EU. Of course, we provide you with paid vacation. And if you need a longer break, we got you covered There is an option for a sabbatical – because your free time is just as important to us as you are.

Your special extra. We offer you other exciting benefits such as salary optimization in the form of customized bonus and benefit programs, as well as corporate shopping benefits.

Health is a priority. Enjoy company-sponsored sports programs for the use of various fitness studios, bicycle leasing via JobRad, and mental health counseling.

YOUR IMPACT

As a  Team Lead for Customer Support , you will be a  key player  in ensuring the effectiveness and efficiency of our customer support services. Your focus on team leadership, quality and efficiency, training, collaboration, escalation management, and performance reports will  drive customer satisfaction and  contribute to our ongoing success.

Here's how you will contribute to our team:
Team Leadership Your primary focus will be leading and guiding the customer support team, cultivating a collaborative and supportive team environment, and providing coaching and mentorship to team members. Ensuring Quality and Efficiency You will monitor and uphold the quality and efficiency of our customer support services, implement best practices and continuous improvement initiatives, and ensure the timely resolution of customer inquiries and issues. Training Programs  You will develop and implement training programs for the support team, keep the team updated on product knowledge and customer service skills, and conduct regular training sessions to enhance team capabilities. Collaboration You will collaborate with other departments to understand customer needs, work closely with cross-functional teams to address customer concerns, and facilitate communication and coordination between support and other departments. Escalation Management You will manage and resolve escalated customer issues in a proactive manner, act as a point of contact for complex problems, and implement preventive measures to enhance overall customer satisfaction. Performance Reports You will generate performance reports, analyse key support metrics, identify areas for improvement, and implement strategies for enhancement. You will also provide regular updates to senior management on the support team's performance.

THIS IS YOU

Education and Experience . You have completed education or degree in a relevant field and have a  minimum of 3 years of experience  in a customer support  leadership role,  in a SaaS B2B field. Skills . You possess excellent communication in German & English , a proactive and solution-oriented mindset, and  familiarity with customer support software and tools . Leadership.  You haveleadership experience with a support team and the ability to  motivate and inspire team members. Customer Orientation . You have a strong customer orientation and empathy, with the ability to  understand customer needs  and  provide effective support . Comfortable working in a  team environment  and collaborating with people from different backgrounds, both technical and non-technical.

About us

EQS Group was founded in Munich in 2000. Today, the group employs around 500 professionals and is represented in the world’s most important financial centres. EQS Group's suite of products is consolidated within the innovative cloud-based software, EQS COCKPIT. With this cutting-edge platform, we empower organizations to seamlessly manage compliance processes, in areas such as whistleblower protection, case handling, policy management and approval processes. Our software is also designed to meet high standards when managing compliance risk, third party information, insider lists, and reporting obligations, providing a comprehensive solution for corporate compliance needs.

Listed companies also benefit from a global newswire, investor targeting, contact management, IR websites, digital reports, and webcasts for efficient and secure investor communication.

 At EQS Group, we are dedicated to fostering an inclusive workplace environment that values equal employment opportunities. We strongly believe in the power of diversity and its impact on our overall success. Regardless of your color, sex, religion, sexual orientation, gender identity, age, national origin, marital status, or any other unique aspect that defines you, we are proud to offer an environment that supports your growth and development.

Join our team at EQS Group and become part of a dynamic and inclusive workplace that celebrates individuality. We welcome individuals from all backgrounds who share our commitment to excellence and our passion for creating a diverse and inclusive a look at or as well as for India, to find out what people say about us as an employer