Are you passionate about customer service and leading a team to success? Our team is seeking a dynamic Team Lead for our Customer Support department. 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 environment.  If 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! 

• 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 a company pension plan, 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. 

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. 

• 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 have leadership 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.