Hamburg - Team Leader Customer Care - Product Support & Operations (m/f)

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Manage a team of five people responsible for all written and telephone correspondence regarding second-level technical support for our basic and Premium members Ensure high-quality service by coaching the team and exchanging product knowledge within the Customer Care department Work closely with the Product teams to professionally support the launch of new features from a customer communication perspective and help optimize the product by passing on constructive user feedback Manage the team’s operations and ensure ongoing development of its processes and interfaces with other departments Manage and improve the ticket processing flow using our contact center software Draft and help improve service reports for the Customer Care department Required Knowledge, Skills and Abilities: Professional training Initial managerial experience in terms of customer care, ideally within an online business environment Excellent contact center software skills, ideally in novomind iMAIL™ (implementing rules and automations, and drafting reports) Excellent technical understanding and a keen interest in figures Highly dedicated and a role model for team members Able to communicate clearly and logically Excellent customer orientation, friendly manner, and good at solving problems Able to work both ...

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