Team Lead Customer Support - DACH

Note: The listed salary range is based on the salary range for the Netherlands. Salary ranges may vary by location.

As Team Lead Customer Support DACH, you will lead a team of Customer Support Agents serving our German-speaking customers. Your role is to support your team in delivering great customer experiences, achieving strong operational results, and continuously improving the way we work. You will balance people leadership, performance management, customer advocacy, and continuous improvement while acting as the bridge between your team, our customers, and the wider organization. This role is ideal for someone who enjoys developing people, improving processes, and helping a team succeed together. As a Team Lead, you'll spend most of your time coaching your team, supporting day-to-day operations, and driving continuous improvement.

Your 12-Month Journey

• During the first 3 months: You will immerse yourself in Tellent's products, customers, processes, and support operations. You'll build relationships with your team, stakeholders, and cross-functional partners while gaining a deep understanding of our KPIs, workflows, and customer needs. You'll identify early opportunities to improve team performance, customer experience, or operational efficiency.
• Within 6 months: You will confidently lead your team's day-to-day operations, own market performance, and drive improvements through coaching, quality initiatives, and process optimization. You'll independently manage escalations, contribute customer insights to Product and Operations teams, and support the successful execution of strategic support initiatives.
• After 1 year: You will be recognized as a trusted leader within Customer Support, consistently delivering strong team and customer outcomes. You'll develop future talent, influence department-wide improvements, and help shape the evolution of our support organization through data-driven decision making and strategic thinking.

What You'll Be Doing

• 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.

What You Bring

• 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.

What we offer

• Hybrid or remote working setup across Amsterdam, the Cologne area, or Poland
• A chance to shape one of the most ambitious scale-ups in Europe and lead a company-defining tech transition.
• Work in a diverse, multicultural, and remote-friendly team.
• €1,500 annual training budget + 2 dedicated learning days
• Pension plan, travel reimbursement, and wellness perks.
• 28 paid holiday days + 2 additional days to relax.
• Work from anywhere for 4 weeks/year.
• Apple MacBook and top-tier tooling.
• €200 home office budget.

Please note: Benefits may differ based on your employment location.

About Tellent

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.