Customer Support, Team Lead - Berlin based in Berlin-Kreuzberg bei Humanoo | eTherapists Gmbh

HELLO THERE! PEOPLE AT HUMANOO ARE HAPPY TO GREET YOU!

With a team of over 80 people from over 25 different nationalities, Humanoo is building a one-of-a-kind holistic platform that makes people healthier. We are ambitious and goal-oriented and enjoy working by creating a positive atmosphere.

Join us as Team Lead, Customer Support (f/m/d) - Berlin based!

Your mission in a nutshell: ensuring smooth processes implementation in the Customer Support team and making sure that our customers can successfully solve the problems they have come to us for.

The team: we have fantastic customer support agents who help on a daily basis our customers with their problems, but who are also a bunch of fun people that just enjoy making people healthier.

HOW YOU WILL SPEND YOUR TIME:

• You are leading a team, handling Customer Support across multiple countries (DE, FR, CH)

• You guide and develop your team to ensure their fulfilment and high performance

• You audit our current processes and documentation to identify improvement areas

• Jointly with your team, you implement actions to ensure customer support processes are more effective and efficient

• You are our user experience ambassador, delivering key insights to our Product teams to ensure that our user feedback is translated into product improvement

• You handle user requests, ensuring outstanding user experience while ensuring Service Level Agreements are met

• You are the key contact to HUMANOO’s largest customer when it comes to Customer Support

WHAT YOU SHOULD BRING TO THE TABLE:

• You bring in at least 4 years of experience in the Customer Support area

• You already gained at least 1 year of team management experience being a team lead, alternatively being a mentor to your peers

• You have excellent communication skills in both German and English (spoken and written) and have a natural ability to empathise with users

• You demonstrate an analytical mindset and attention to details and are able to extract, summarise and communicate information effectively across teams

• You are very comfortable mapping out processes and leading their improvement

• You are experienced with iOS and Android smartphones and with CRM tools (e.g. Freshdesk), experience with JIRA is a plus

We aspire to find a person with outstanding add-in expertise and a unique personality for our team. We are a diverse bunch of people, so there is no specific profile that will be 'the perfect fit!'

WHAT IS OUT THERE FOR YOU?

• We build champions: your growth is essential to us: we offer performance cycles every 6 months to identify successes and growth opportunities. You can take advantage of a personal development budget and up to 3 days for learning activities. We enjoy constantly exchanging and learning from each other through shadowing, learning sessions, and enduring collaboration.

• We win together, and we lose together: Our company has employees from more than 25 nationalities all over the world. We share one thing in common: we value regular peer-to-peer and management feedback. We believe in growth through dialogue and by asking the right questions: Management is happy to listen to you on open Monday all-hands or by a coffee chat.

• We balance speed and quality: we believe in agile and autonomous work, where priorities matter. We like to try new ideas and value A/B testing when developing our product and daily work.

• We believe in INTEGRITY: everyone is entitled to a healthy and balanced life, and we support it through additional health insurance, substitution for lunches, mobility, internet, and a discount for Urban Sports to support your regular physical activities.

• We enjoy flexibility at work and recognise the importance of team bonding: for this, we have chosen the hybrid work approach. Do you prefer to work from the beach? No problem! With our remote working policy, you can do it too.

• We are ONE TEAM: every newbie starts with a detailed onboarding. In your first days, you meet stakeholders and learn about our history, processes, product, strategy, and vision. We value collaboration and flat hierarchies: our management is always approachable for feedback and new ideas.

• We are committed, driven, and inspired: we value people who take ownership of their ideas and implement them. With us, you can see the real impact of your work! We are committed to growing: each quarter, we conduct an anonymous s