Hamburg / Remote
Vollzeit
Customer Support
Your mission
Are you a natural leader with a passion for customer success and a knack for all things tech? We’re looking for a proactive and hands-on Customer Support Lead to guide our support function to new heights! In this role, you’ll be instrumental in improving processes, driving AI support initiatives, and leading a small but mighty team towards scalable and sustainable operations. This role offers significant opportunities for professional growth and impact:

WHAT YOU’LL BRING:

You graduated successfully (in Sales, Marketing, Management, or else) and have worked in a similar role and environment in the past, ideally in a senior position in a customer oriented role.
Proven experience working in a B2B company, demonstrating an ability to thrive in this sector, and a general understanding of the dynamic Tech & SaaS environment is essential.
3+ years of experience in leading projects, with team leadership experience being a valuable asset.
Excellent communication skills are required, enabling clear and effective articulation of ideas in both German and English.
A strong inclination towards optimizing and standardizing procedures, constantly seeking more efficient ways of working.
A proactive and entrepreneurial mindset, always looking for opportunities for continuous improvement and innovation.
Vorteile, die auf dich zugeschnitten sind
Jede: r von uns ist so einzigartig wie ein Fingerabdruck. Deshalb ist es uns wichtig, auf deine individuellen Bedürfnisse einzugehen. Wir gehen über das Standardangebot hinaus und bieten zusätzlich zu den 30 Urlaubstagen pro Jahr Remote-Work-Optionen, mn ausgestattete Büros und ein lukratives Empfehlungsprogramm an. Und das ist nur der Anfang. Schau dir die Details unten an, um mehr über die zusätzlichen Perks zu erfahren, die unser Team liebt:
Du wählst deine Benefits aus
Mehrere Offsites im Jahr
Hardware & Software
360-Grad-Feedback
Karriere-Entwicklung
Nachhaltige Goodies
Bereit, dem Team beizutreten?
Wir glauben an eine Kultur, in der jedes einzelne Teammitglied einen Beitrag dazu leistet, Heyflow zum besten Arbeitsplatz zu machen. Wir feiern unsere Unterschiede und Vielfalt, während wir alle auf dasselbe Ziel zusteuern und eine gemeinsame Vision teilen. Was unsere Kultur ausmacht? Ganz klar: die Menschen und ihre Energie. Unsere intrinsische Motivation, das Produkt und das Unternehmen immer zu verbessern, treibt uns nach vorne. Dabei vergessen wir aber nicht, Spaß zu haben

Serve as a player-coach within the support team, providing hands-on assistance and maintaining deep technical knowledge of Heyflow and its ecosystem.
Lead and mentor a dedicated team of 3-5 support professionals, fostering their growth and success.
Continuously improve support processes, identifying optimization opportunities, especially by leveraging AI capabilities.
Conduct rigorous quality assurance for all support activities, including meticulous SLA monitoring, accuracy checks, and tone reviews, to ensure consistently high standards.
Act as the key spokesperson for the support team, expertly managing collaboration and coordinating seamlessly with vital stakeholders like Product, Product Marketing, Sales, Account Management, and Customer Success.
Proactively stay up-to-date on customer challenges and emerging issues, allowing for their immediate problem solving.
Your profile