Team Lead - Ansbach, Deutschland - Tradebyte Software GmbH
Beschreibung
THE OPPORTUNITY:
At Tradebyte you work hand in hand with the biggest players in e-commerce - from hip fashion brands to big online shops.
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JOB INFO:
CONTRACT
- Full-Time
JOB FAMILY
- IT & Technology
EXPERIENCE LEVEL
- Professional Level
TEAM SIZE
RECRUITER
- Simon Willecke
LOCATION
- Ansbach, Germany
WHAT WE'RE LOOKING FOR:
- You have previously led a technical or customer support team
- Experience with 1st level customerfacing support processes is a plus
- You are familiar with key operational metrics and actively use them to manage your team
- You have a broad technical understanding of software systems and technologies (MySQL, XML/XSD, CSV, APIs, file systems, and transfer mechanisms)
- Your empathy allows you to understand and consider the motivation and context of team members' and stakeholders' actions
- You act coolheaded in difficult or stressful situations, communicate to the point, and get internal and external stakeholders aligned quickly
- You are passionate about solving problems and helping others to find solutions
YOUR RESPONSIBILITIES:
- You lead a team of 610 members with different cultural and educational backgrounds and are responsible for recruiting, career development, and continuous feedback
- You enable Tradebyte's Application Management Team to effectively manage 2nd level support for incoming incidents and problems
- You work with the wider operations, product and commercial organisation to establish sustainable processes for problem and incident management according to standard frameworks (ITIL)
- You create and maintain organisational processes, structures, and tools that facilitate tracking key operational metrics and reporting on them (like SLA fulfillment)
- You support the team with major incident cases
- You act as an ally to the product organisation by constantly collecting and aggregating feedback about recurring customer issues
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