Taking applicationsVoice Support·Posted 19h ago
Teamlead Customer Support (m/w/d)
Neolymp
Berlin
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Berlin
GermanEnglishLead level
About the role
A remote team-lead role running Neolymp's customer support across email, phone, online shop and marketplaces, including escalations and marketplace compliance. It combines team leadership with building support processes, automation and AI-assisted workflows, and requires German and English.
What you'll do
- Lead and develop the customer support team
- Manage service across email, phone, online shop and marketplaces
- Handle complaints, returns, spare parts, delivery requests and escalations
- Define and track support KPIs
- Build macros, knowledge base and self-service content
- Drive automation and AI-assisted support workflows
- Share support insights with product, shop, marketing and marketplace teams
- Coordinate with logistics and fulfillment on orders and returns
What you'll need
- Multi-year customer service experience, ideally e-commerce/D2C
- Leadership experience in a support team
- Configure ticketing/helpdesk routing, SLAs, macros and tagging
- Experience automating support processes
- Practical use of AI tools in support
- Amazon Seller Central support experience
- Data-driven KPI management
- Very good German and good English
Skills
Customer supportTeam leadershipTicketing and helpdesk toolsSupport process automationAI tools in supportAmazon Seller CentralData-driven KPI managementGerman and English communication
Benefits
Fully remoteFlexible hoursEquipment provided€50 monthly tax-free benefitEducational budget
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