Team Lead Customer Support (m/f/d)

<strong><span>About ClearOps</span></strong><span><br/>ClearOps is a fast-growing supply chain tech startup with a mission to ensure that machines never break down again. By transforming service supply chains into a proactive, data-driven network, we maximize uptime and customer value for OEMs in industries such as agricultural machinery, construction machinery, trucking, automotive, material handling, and beyond. With a team of 60 ambitious professionals, we are scaling rapidly and looking for the right talent to join us on this journey.<br/><br/><strong><span>The Role</span></strong><br/>As the Team Lead Customer Support, you will manage our support team, ensuring our customers receive exceptional service. You will combine hands-on technical support with leadership responsibilities, optimize processes, and drive continuous team development.</span><strong><span>Key Responsibilities:</span></strong><span><br/></span><ul><li>Lead and manage the Customer Support team (both technically and organizationally)</li><li>Ensure high levels of customer satisfaction and service quality</li><li>Prioritize and escalate customer inquiries where needed</li><li>Coach and develop team members to improve their skills and performance</li><li>Collaborate closely with Product, Engineering, and Customer Success teams to enhance our product and customer experience</li><li>Analyze support data, identify trends, and derive actionable improvements</li><li>Support the selection and implementation of support tools (e.g., ticketing systems)</li></ul><span><strong><span>Who You Are:</span></strong><br/></span><ul><li>3+ years of experience in technical customer support or a similar role, including at least 1 year in a leadership position</li><li>Strong technical mindset and passion for technology</li><li>Excellent communication skills in English (C1 level)</li><li>Strong organizational and problem-solving abilities</li><li>Experience working with Zendesk Support and Knowledge. Additional ticketing systems are a plus (e.g.Jira, Salesforce)</li><li>Ability to balance strategic thinking with hands-on execution</li><li>Knowledge of supply chain processes, data analytics, or SaaS solutions</li><li>SQL or database knowledge is a plus but not mandatory</li><li>Familiarity with product development and testing processes</li></ul><span>ClearOps is a hidden champion on a strong growth path in the supply-chain-software industry. As part of ClerOps, you will be benefitting in several ways:</span><span><br/></span><ul><li><strong>Professional Growth: </strong><span> Flat hierarchies and experienced leaders provide an ideal environment for you to grow and advance your career alongside the company.</span></li><li><strong>Development &amp; Scale Up</strong>: <span>Play a key role in shaping our customer support structure and processes as we continue to scale internationally.</span></li><li><strong>Open Feedback &amp; Appreciation: </strong><span>Regular 1:1s with your manager and structured quarterly feedback sessions foster transparent communication.</span></li><li><strong>TEAM: </strong>Joint team events, such as Culture Week. </li><li><strong>Workation: </strong>Combine vacation and work and work from wherever you want. </li></ul><span><strong>Are You Ready to Make an Impact?</strong></span><span><br/>If you’re excited about driving sales, building relationships, and playing a key role in the growth of a disruptive tech startup, we’d love to hear from you! Apply now and be part of the ClearOps journey.</span><span><br/><br/></span><strong><span>Make sure to follow us on <a href="https://www.instagram.com/clearops_/">Instagram </a>to stay up to date!</span></strong>