Team Lead Customer Support (f/m/d)
Core
Leading and scaling a Customer Support team for a SaaS platform serving European tradespeople, integrating AI-driven automation to improve service efficiency and customer experience.
Role type
Senior Team Lead Customer Support (IC)
Builds
Scalable, AI-supported customer support operations for a SaaS product
Domain
SaaS / European Trade Industry
Deliverable
production ML models
Required skills
Team leadership, People management, Customer Support operations, SLA management, Data analysis, Process optimization, Hands-on support, AI automation strategy
Preferred skills
Scaling support in high-growth SaaS, AI support tools, Intercom/Zendesk/Freshdesk, B2B software support, Looker/Power BI, German/Austrian market knowledge (via careerplan.io/jobs/ba152466-8afa-4d46-9780-dc4cf8113e7b-team-lead-customer-support-fmd-at-plancraft)
Technologies
Intercom, Zendesk, Freshdesk, Looker, Power BI, Claude
Responsibilities
Lead, coach, and develop Customer Support Specialists; manage daily ticket operations and SLA compliance; handle escalations and complex inquiries; analyze and optimize Support KPIs; optimize scheduling and workflows; drive AI-first support automation; maintain and update the Knowledge Base; collaborate with Customer Success and Product teams.
Seniority
Senior, hands-on IC
