Customer Support Team Lead – Europe

Role Overview

• Lead, coach, and develop a team of Customer Support Agents
• Monitor performance, quality, and customer experience metrics
• Support day-to-day operations and help the team navigate complex customer situations
• Partner with other departments to improve processes and customer outcomes
• Identify operational inefficiencies and propose practical solutions
• Utilize AI tooling to boost the team’s impact
• Help shape the future of our support organization through continuous improvement initiatives

Requirements

• Previous experience in Customer Support, ideally within a leadership, coaching, or senior support role
• Experience in technical troubleshooting, escalations, and difficult conversations with customers, with a strong plus for gaming/game server hosting environments
• Strong communication and people-management skills
• A willingness to challenge assumptions and advocate for improvements
• Comfort working in a fast-paced environment where priorities can evolve quickly
• A proactive mindset and a desire to take ownership rather than wait for direction
• Fluency in English, German is a plus
• An interest in gaming, server hosting, technology, or online communities is a strong plus

Benefits

• Gaming at Heart: We provide free Nitrado Game Servers for gamers and a welcoming community for anyone who wants to feel at home, even if you're not a gamer.
• Flexible working hours: Tailor your work hours to your personal needs for a better work-life balance.
• Remote work: Our agile teams collaborate seamlessly from their preferred location, whether in our modern offices in Karlsruhe or Berlin or fully remote.
• Work from Abroad: Extend your workspace beyond national borders with our support for remote work from abroad, enabling you to work from your favorite international destinations while staying connected with your team.
• Mental Health: We support your mental well-being with our annual Mental Health Day.
• Physical Health: Our office infrastructure provides state-of-the-art workspaces with ergonomic design to enhance your health and productivity, while staying fit on your commute with your JobRad.
• Professional Development: Utilize training opportunities to develop and stay current with your skills.
• Company Pension Plan: We support your financial security for the future with an attractive contribution.
• Working Environment: You'll experience a respectful and friendly workplace culture, characterized by transparency and a family-like corporate culture.
• Vacation and Paid Time Off: Enjoy 30 days of vacation and additional paid leave for special occasions.
• International Collaboration: As an international company, we successfully overcome time zones and language barriers, providing you an international work atmosphere.
• Social Activities: Strengthen your commitment and team cohesion through team-building events, participating in sports events and social activities.
• Long-Term Stability: With over two decades of experience, we are a reliable employer for our employees.
• Get together: Work hard, play hard
• We come together twice a year for our company celebrations, strengthening our team bonds.
• Modern Workspaces: Our office infrastructure offers state-of-the-art workspaces with ergonomic design for your comfort and health.
• Corporate Culture and Values: You become part of a positive corporate culture that embraces values such as diversity and inclusion.