Join Our Team
We are looking for an experienced and customer-focused Customer Support Team Leader to lead our Customer Support team. This role is ideal for a hands-on leader with strong technical aptitude, analytical problem-solving skills, and a solid understanding of logistics processes (mainly ocean freight). You will thrive in a fast-paced environment, enjoy investigating and resolving complex issues, and be passionate about delivering exceptional customer experiences while developing a high-performing team.
What You'll Be Doing
- Lead and support the daily activities of the Customer Support team.
- Ensure customer inquiries via email, chat, and ticketing systems are handled promptly and professionally.
- Act as the primary escalation point for complex customer issues, platform-related challenges, and service disruptions.
- Investigate customer-reported problems, identify root causes, and coordinate resolutions with Product and Development teams.
- Monitor service quality and ensure high levels of customer satisfaction.
- Coach, mentor, and develop team members through a hands-on leadership approach.
- Maintain accurate records of customer interactions and support activities.
- Collaborate closely with Sales, Operations, Product, Development, and IT teams to ensure seamless customer experiences.
- Support customers with Cargoo platform functionalities, troubleshoot issues, and provide effective solutions.
- Identify trends in customer feedback, recurring issues, and system performance to drive continuous improvement initiatives.
- Contribute to the development of knowledge base articles, best practices, and support procedures.
- Monitor team performance against agreed KPIs and customer service standards.
- Drive initiatives that improve customer retention and overall customer satisfaction.
Who We're Looking For
- Several years of experience in customer support, technical customer support, B2B software support, customer service, or a related customer-facing role.
- A degree in Information Technology, Logistics, Supply Chain Management, or a related field is an advantage. Equivalent practical experience in technical customer support, logistics operations, or B2B software support is equally valued.
- Previous experience leading, supervising, or mentoring a customer support team.
- Experience in logistics, freight forwarding, supply chain management, or transportation operations is a strong advantage.
- Fluent English language skills; German is considered an advantage.
- Strong technical aptitude with the ability to quickly understand software platforms, systems, and operational processes.
- Excellent analytical, investigative, and problem-solving skills with the ability to identify root causes and implement effective solutions.
- Experience troubleshooting software platforms, customer-facing applications, or system-related issues.
- Proven ability to work cross-functionally with Product, Development, Operations, and other stakeholders to resolve complex customer challenges.
- Experience with helpdesk platforms such as Zendesk, Freshdesk, or similar support tools
- Experience supporting digital platforms or software-based customer solutions.
What Success Looks Like
In this role, success will be measured through:
- High Customer Satisfaction Scores (CSAT).
- Strong First Contact Resolution (FCR) performance.
- Effective and timely resolution of platform and customer issues.
- Achievement of customer retention objectives.
- Continuous improvement of customer support processes.
- Strong collaboration with Product and Development teams to resolve recurring customer challenges.
- Positive team engagement, development, and performance.
- Consistent delivery of high-quality customer experiences.
Why Join Us?
- Opportunity to lead and shape a growing Customer Support team.
- Dynamic international business environment.
- Collaborative culture with close cooperation across Product, Development, Operations, and Commercial teams.
- Career development and growth opportunities.
- The chance to make a meaningful impact on customer satisfaction and business success.
- Work with innovative digital logistics solutions in a customer-centric organization.
Ready to take the next step in your customer service leadership career? We would love to hear from you. Apply today and help us deliver outstanding customer experiences every day.