Team Lead Customer Support - DACH

About the Position

Team Lead Customer Support - DACH

We are seeking a dynamic and experienced Team Lead for our Customer Support team in the DACH region. This role is remote/hybrid, based in Poznań, Poland. As a Team Lead, you will be responsible for leading a team of Customer Support Agents, ensuring exceptional customer experiences, and driving continuous improvement within the team.

Responsibilities

• Lead Team Performance: Drive key support metrics including CSAT, response times, quality assurance scores, productivity, and backlog management. Use data to identify opportunities, remove obstacles, and support informed decision-making.
• Coach and Develop Your Team: Conduct regular 1:1s, performance conversations, and coaching sessions that help team members grow professionally. Foster a culture of accountability, ownership, collaboration, and continuous learning.
• Own Escalations and Customer Outcomes: Take ownership of complex customer situations and escalations. Act as the bridge between Customer Support and Technical Support by providing clear context, prioritization, and communication to ensure timely resolutions.
• Drive Continuous Improvement: Identify trends, recurring challenges, and opportunities in your market to improve customer experience, processes, tooling, and team effectiveness. Lead initiatives that create scalable improvements across the support organization.
• Customer Advocacy: Surface customer feedback and market insights to Product, Operations, and the DACH commercial team, helping shape better products and experiences for our customers.
• Cross-Functional Collaboration: Partner closely with Technical Support, Product, Customer Success, Sales, and Operations to ensure customers receive a seamless experience and business goals are achieved.

Requirements

• People Leadership Experience: Proven experience leading, coaching, and developing customer-facing teams in a SaaS, technology, or customer support environment.
• Operational Excellence: Strong understanding of support operations, service metrics, workforce management, and performance management.
• Customer-Centric Mindset: Ability to balance customer needs with business priorities while maintaining high standards of service.
• Analytical and Data-Driven Approach: Comfortable working with KPIs, dashboards, and performance data to drive decisions and improvements.
• Ownership Mentality: Proactive, solution-oriented, and confident making decisions in a fast-paced environment.
• Stakeholder Management: Ability to influence and collaborate effectively across teams and levels of the organization.
• Communication: Fluent German and English, both written and spoken. Able to communicate clearly, professionally, and empathetically with customers, team members, and stakeholders.

We Offer

• Primarily remote working with flexibility and opportunities to connect with the team
• Diverse and international team environment
• Annual compensation range: 120,000-140,000 PLN/year (+ VAT where applicable)
• Time off for employment contract (UoP): 26 paid holiday days + 2 wellbeing days
• €1500 annual learning budget
• Wellness perks including Multisport and private healthcare (LuxMed)
• Work from anywhere for up to 4 weeks per year
• Apple MacBook, displays, and all the tools you need to succeed
• €200 home office budget + work-from-home allowance

About the Company

Tellent is a leading Talent Management Suite designed to empower HR & People teams across the entire employee journey. Our all-in-one platform combines an Applicant Tracking System (Tellent Recruitee), an intuitive HRIS (Tellent HR), and powerful Performance Management software (Tellent Grow).

With 250+ team members globally, 7,000+ customers in 100+ countries, and a growing ecosystem of 500+ partners, we help organizations attract, grow, and retain top talent - and we’re just getting started.

AI in our recruitment process

We use our internally developed AI tools to help streamline our recruitment process. However, technology never makes a decision. Every candidate is personally reviewed by our team. Your journey with us is guided by people, supported by tech. Curious about how it works? Read our AI Statement, check our Privacy Policy, or chat with us at [email protected].

If you require accommodations or support during the recruitment process, please let us know - we’re happy to help.