Team Lead Customer Support (m/f/d)
Do you want to not only manage support, but also establish it as a strategic success factor for retention and brand experience? At Memberspot, you will be responsible for building, managing, and developing our support team—with a data-driven focus on efficiency, quality, and customer satisfaction. The role combines operational excellence, technical expertise, and team leadership—with a consistent AI-first approach.
These tasks await you
- Team Leadership & Operations (30%): Managing and coaching the support team (5 employees), ensuring SLA compliance and defined response times, establishing a feedback and learning culture (quality reviews, 1:1s, playbooks), close alignment with Customer Success & Product
- Ticket Management & Quality (25%): Monitoring & prioritizing incoming tickets in Intercom / HubSpot, analyzing & reducing TTR and MRT through process improvement, creating standard responses, macros & automations, handling complex technical cases & escalations
- Process Optimization & Tooling (20%): Optimizing workflows and integrations, expanding the help center and self-service offerings, introducing and maintaining KPI dashboards, using automation and AI features to increase efficiency
- Customer Experience & Escalation (15%): Personal support for critical or enterprise customers, escalation management & communication with Product/Engineering, ensuring a consistent customer experience across all channels
- Reporting & Continuous Improvement (10%): Creation of weekly performance reports & recommendations for action, identification of trends & pain points for improving products & processes, measurement & optimization of CSAT and self-service success rate
How you can score points with us
- 3–5 years of experience in B2B SaaS support or customer experience management
- 1–2 years of leadership experience (team lead, senior support specialist, or similar)
- Proven experience with Intercom (inbox, help center, reporting, finance) and HubSpot (ticketing, automations, CRM integration)
- Understanding of key support metrics (FRT, MRT, SLA hit rate, TTR, CSAT) and their operational management
- Experience in optimizing support processes and automation (e.g., via Make, Zapier, HubSpot Workflows)
- Familiarity with self-service strategies (help centers, AI chatbots, macros, trigger emails)
- High technical affinity – understanding of SaaS architectures, APIs, and webhooks
- Strong communication and presentation skills in German and English
Your job in more than one sentence
What you bring to the table
We build what we have always wanted.
Work where you perform best
Ownership instead of overmanagement
We measure success by user feedback
Modern, dynamic work environment
Actively shape the future of our product and contribute your ideas to an agile startup.
Welcome bonus after the probationary period
After a successful probationary period, you can expect a welcome bonus.
100% remote work
This is how our application process works
application
Send us what really makes you tick. No novel, and we'll take a quick look at your documents.
initial consultation
In a brief digital meeting, we will determine whether we are a good fit for each other.
technical discussion
During the technical interview, the focus will be on your technical skills and your approach.
decision
If you get positive feedback, you can choose us. If it suits both of you, we'll get started.