Team Lead Global Technical Customer Support - Munich, Deutschland - NavVis

NavVis

Geprüftes Unternehmen

Munich, Deutschland

vor 2 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

The Opportunity

We are looking for your expertise to lead our Global Support Engineering Team

You will have the chance to develop strategies on driving the efficiency of our global support team. In this role, you will be actively involved in advancing the processes of supporting capabilities, increasing the customer satisfaction rate, designing and automating the supporting processes, and many other exciting initiatives to ensure the success of the outstanding global team of Support Engineers based in Munich, USA, and China

How you will make an impact

You will taking the ownership to coach, guide, lead and develop our existing global team of generalist support engineers and senior specialist support engineers who are focusing on the hardware & software products support tickets of our global clients
With your experienced charismatic leadership, you will be promoting a supportive and trustworthy team culture not just internally, but also to external clients
Following the NavVis principle of empowering our clients, you will put the customers at the heart of the company and use data and analytics to bring all departments around this customercentric vision together
You will get to actively shape and redefine the support engineers' KPI setup, working closely with all relevant stakeholders throughout the organization to strengthen workflows, service and quality standards, metrics
You will have the crucial responsibility to build on our existing customer support process for optimization (i.e. expanding technical documentation and enabling more selfservice for Support Engineers)
You will collaborate with the whole CXT team (including the support engineers, customer success and customer education subteams), Sales, Products and management teams, and drive the company success through various aspects

What will help you succeed in the role

With your experience as a Customer Support/Customer Service functional lead, especially in the Tech industry, you will have a more efficient start within this exciting opportunity
Your experience with various global clients, and in either leading or working with a global team, will equip you to better understand and lead the market strategy
Your passion for enabling and supporting the clients will help you to empower your team to excel in troubleshooting, share best practices, improve automation of support processes and much more
You have deep analytical skills and a creative approach to problemsolving
A high level of initiative, assertiveness, and selfdirection, allowing you to positively influence and collaborate with other functions in the company
Project management skills that will allow you to drive the internal initiatives within and outside of the company
Very good verbal and written communication skills in English language; German is a plus

How we will know if we are a perfect match

Your recruiting partner for this role is Kim Li.

You can expect to go through a screening call, and up to 6 rounds of interviews, where we would love to discover your passion and interests, introduce you to who we are and what drives us, and finally understand how we can potentially add value to each other's growth.

How we will keep you smiling

It's important to take a break from work We offer 30 days of paid time off per year
We offer flexible working hours and a hybrid work setup, enabling you to plan your work around your life, and not your life around work
A competitive compensation package that values the skills and experience you bring
Up to 4000 EUR employee referral bonus
German language classes to help you in your journey of integrating into the German culture\_\_