Team Lead Customer Support Specialists(m/w/x)

## Team Lead Customer Support Specialists (f/m/d) ###### Permanent employee, Full-time ·Hamburg (hybrid),Germany (remote) --- ##### YOUR MISSION AT PLANCRAFT We are looking for a driven **Team Lead Customer Support Specialists** who will take our growing support team to the next level. In this role, you will not only lead and develop a team of talented specialists, but also help shape the future of customer support at plancraft through AI-driven processes, data-led decision-making, and world-class service delivery. Your mission is to ensure that our Customer Support team operates as a **scalable, AI-powered, high-quality service organisation** that consistently delivers excellent customer experiences while developing our team members into advanced experts. **Key Responsibilities** * Lead, coach, and develop the Customer Support Specialists, guiding Juniors to Mid-Level and Mid-Level to Senior progression. * Act as the first point of contact for escalations, operational questions, and complex cases. * Monitor daily ticket queues to ensure timely assignment, prioritisation, and resolution according to SLAs and the FIFO principle. * Actively handle a share of customer tickets, focusing on advanced or urgent cases. * Oversee the rollout and optimisation of AI-powered first-level support with the goal of automating 50% of ticket resolution. * Track, analyse, and act on key KPIs such as reachability, resolution times, backlog, and customer feedback. * Manage workload distribution and scheduling to improve customer reachability from the current baseline to at least 60% in the first phase. * Maintain and enhance the knowledge base, ensuring all customer-facing resources are accurate and up to date. * Collaborate with the Head of Customer Success on strategy, KPI reviews, and performance improvements. * Identify and close skill gaps through targeted training and coaching. * Drive process improvements and identify additional opportunities to expand AI capabilities. ##### YOUR PROFILE **Must-haves** * Proven experience in a customer support leadership role (Team Lead or equivalent). * Strong people management and coaching skills, with a track record of developing talent. * Experience in customer support operations, including SLA management and KPI tracking. * Data-driven decision-making mindset and analytical skills. * Ability to manage high ticket volumes and prioritise effectively under pressure. * Hands-on problem-solving skills for complex, escalated cases. * You’re curious to explore how AI can support your work and eager to grow your skills with our support. * Strong written and verbal communication skills in English (B2) and German (C2). * Based in our Hamburg with openness for regular office presence or open for regular traveling (min. twice per month) to our HQ in Hamburg. **Nice-to-haves** * Experience scaling support teams in a high-growth SaaS environment. * Knowledge of AI-powered support tools and automation workflows. * Familiarity with customer support platforms such as Zendesk, Freshdesk, or Intercom. * Previous experience in B2B software support. * Proficiency in analytics or BI tools (e.g., Looker, Power BI). ##### WHY PLANCRAFT? * **Team Spirit**: We’re driven by passion, commitment, and a shared mission. Team spirit matters to us — and we make it visible: with three major team events per year, two casual monthly formats at our Hamburg HQ, and a strong recognition culture where we regularly celebrate both the big and small wins together. * **Ownership**: You’re encouraged to take ownership from day one. In a flat hierarchy and high-trust environment, you’re empowered to make meaningful decisions and drive real impact. * **Learning & Growth**: We invest in your personal and professional development through a strong feedback culture, a personal learning budget, and targeted enablement formats. Our goal is to help you unlock your full potential. * **AI Enablement**: Our internal tools and workflows are AI-enabled by design. We support every team and individual in applying AI at the next level in their daily work, including getting your own ChatGPT+ license, of course. * **Tech & Tooling**: You’ll receive a MacBook, premium over-ear headphones, and everything else you need — from hardware to tools — to be effective in your daily doing. * **Flexibility**: Whether remote, hybrid, or on-site — you work where you’re at your best. Our Hamburg office at Rödingsmarkt (with a rooftop terrace) is always open, and you decide each week how often you come in. Some roles even allow for fully remote setups. And if you need a change of scenery, working abroad is always an option. * **Recharge**: To ensure the needed rest, we offer 30 vacation days per year (based on a 5-day week) and Dec 24th off. We also subsidize your Urban Sports Club membership and organize internal sport meetups. * **Mobility**: You can lease a "JobRad" (Bike) and get a subsidized "Deutschlandticket" or "BahnCard" for public transport to be supported in your commute. * **International Environment**: We’re becoming more international every month, with team members already in Italy, France, the Netherlands, and Austria — which is why English is our internal company language. **Diversity makes us better.**We welcome people of all backgrounds, identities, abilities, and experiences, and we believe that different perspectives lead to better ideas, stronger products, and a healthier workplace. If you’re excited about our mission but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway. You might be exactly who we’re looking for.