Team Lead Customer Support Specialists (f/m/d)

<h3>OUR PURPOSE AT PLANCRAFT</h3> <strong><span>Building the backbone of European trades together – with AI and voice-first software.</span></strong><span><br/>We’re not just building software – we’re on a mission to create space for contractors &amp; tradespeople by equipping them with AI solutions that work the way they do: fast, practical, and voice-first. With Tier 1 Investors from Europe and the US, like Headline and Creandum as well as 20,000+ tradespeople as customer base, we’re scaling across Europe to turn scattered tradespeople into thriving communities. We believe in zero admin, not zero personality – and we build every feature with the people in mind who wear the boots, not the suits. We’re #stoked to shape the future, #together as a team, and #humble in our mission to support the builders of tomorrow.</span> <h3>YOUR MISSION AT PLANCRAFT</h3> <span>We are looking for a driven <strong>Team Lead Customer Support Specialists</strong> 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.<br/>Your mission is to ensure that our Customer Support team operates as a <strong>scalable, AI-powered, high-quality service organisation</strong> that consistently delivers excellent customer experiences while developing our team members into advanced experts.<br/><br/><strong>Key Responsibilities</strong></span><br/><span><br/></span><ul><li>Lead, coach, and develop the Customer Support Specialists, guiding Juniors to Mid-Level and Mid-Level to Senior progression.</li><li>Act as the first point of contact for escalations, operational questions, and complex cases.</li><li>Monitor daily ticket queues to ensure timely assignment, prioritisation, and resolution according to SLAs and the FIFO principle.</li><li>Actively handle a share of customer tickets, focusing on advanced or urgent cases.</li><li>Oversee the rollout and optimisation of AI-powered first-level support with the goal of automating 50% of ticket resolution.</li><li>Track, analyse, and act on key KPIs such as reachability, resolution times, backlog, and customer feedback.</li><li>Manage workload distribution and scheduling to improve customer reachability from the current baseline to at least 60% in the first phase.</li><li>Maintain and enhance the knowledge base, ensuring all customer-facing resources are accurate and up to date.</li><li>Collaborate with the Head of Customer Success on strategy, KPI reviews, and performance improvements.</li><li>Identify and close skill gaps through targeted training and coaching.</li><li>Drive process improvements and identify additional opportunities to expand AI capabilities.</li></ul><br/> <h3>YOUR PROFILE</h3> <strong><span>Must-haves</span></strong><br/><span><br/></span><ul><li>Proven experience in a customer support leadership role (Team Lead or equivalent).</li><li>Strong people management and coaching skills, with a track record of developing talent.</li><li>Experience in customer support operations, including SLA management and KPI tracking.</li><li>Data-driven decision-making mindset and analytical skills.</li><li>Ability to manage high ticket volumes and prioritise effectively under pressure.</li><li>Hands-on problem-solving skills for complex, escalated cases.</li><li>You’re curious to explore how AI can support your work and eager to grow your skills with our support.</li><li>Strong written and verbal communication skills in English (B2) and German (C2).</li><li>Based in our Hamburg with openness for regular office presence or open for regular traveling (min. twice per month) to our HQ in Hamburg.</li></ul><span><br/><strong>Nice-to-haves</strong></span><br/><span><br/></span><ul><li>Experience scaling support teams in a high-growth SaaS environment.</li><li>Knowledge of AI-powered support tools and automation workflows.</li><li>Familiarity with customer support platforms such as Zendesk, Freshdesk, or Intercom.</li><li>Previous experience in B2B software support.</li><li>Proficiency in analytics or BI tools (e.g., Looker, Power BI).</li></ul> <h3>WHY PLANCRAFT?</h3> <ul><li><strong>Team Spirit</strong>: 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.</li><li><strong>Ownership</strong>: 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.</li><li><strong>Learning &amp; Growth</strong>: We invest in your personal and professional development through a strong feedback culture, a personal learning budget, and targeted