Customer Support Lead (m/f/d)

Hamburg / Remote

Full-time

Customer Support

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Your mission

Are you a natural leader with a passion for customer success and a knack for all things tech? We're looking for a proactive and hands-on Customer Support Lead to guide our support function to new heights! In this role, you'll be instrumental in improving processes, driving AI support initiatives, and leading a small but mighty team towards scalable and sustainable operations. This role offers significant opportunities for professional growth and impact:

What you'll do:

Serve as a player-coach within the support team, providing hands-on assistance and maintaining deep technical knowledge of Heyflow and its ecosystem.
Lead and mentor a dedicated team of 3-5 support professionals, fostering their growth and success.
Continuously improve support processes, identifying optimization opportunities, especially by leveraging AI capabilities.
Conduct rigorous quality assurance for all support activities, including meticulous SLA monitoring, accuracy checks, and tone reviews, to ensure consistently high standards.
Act as the key spokesperson for the support team, expertly managing collaboration and coordinating seamlessly with vital stakeholders like Product, Product Marketing, Sales, Account Management, and Customer Success.
Proactively stay up-to-date on customer challenges and emerging issues, allowing for their immediate problem solving.

Your profile

What you'll bring:

You graduated successfully (in Sales, Marketing, Management, or else) and have worked in a similar role and environment in the past, ideally in a senior position in a customer oriented role.
Proven experience working in a B2B company, demonstrating an ability to thrive in this sector, and a general understanding of the dynamic Tech & SaaS environment is essential.
3+ years of experience in leading projects, with team leadership experience being a valuable asset.
Excellent communication skills are required, enabling clear and effective articulation of ideas in both German and English.
A strong inclination towards optimizing and standardizing procedures, constantly seeking more efficient ways of working.
A proactive and entrepreneurial mindset, always looking for opportunities for continuous improvement and innovation.

Benefits tailored just for you

Just like fingerprints, each of us is one-of-a-kind, and that's why we believe in catering to your individual needs. We go beyond the basics, offering a generous 30 vacation days per year, flexible remote work options, fully equipped, beautiful offices, and a lucrative referral program. But that's just the beginning! Dive into the details below to learn more about the additional perks that our team absolutely loves:

Pick your own benefits

At Heyflow, you can select your own benefits. We’ve partnered up with 12 services and providers for you to choose from. Public transportation, vacation and lunch bonuses? No problem. Gym membership, daycare and a bikeleasing subscription? We’ve got you covered. You pick, we take care, you enjoy.
For our employees outside of Germany, we offer a flexible selection of benefits too. You can use your bonus e.g. for private health insurance, home office equipment, or co-working spaces.

Multiple offsites per year

We love getting together and celebrating our success. Because even though working remotely has its benefits, we definitely miss the personal interactions with each other. So, how about a team event with escape rooms and nice dinners? Or a boat trip plus drinks at a beach bar? At Heyflow, you’ll enjoy big events where the entire company comes together, and in-person offsites with your team, because we care about those valuable face-to-face moments.

Hardware & software

State-of-the-art hardware and software enable us to deliver peak performance. Whether you select a MacBook Pro or Lenovo, a trackpad or a mouse, a monitor screen or a laptop stand: we make sure your setup suits your needs, allowing you to work effectively and excel in whatever you do.

360 degree feedback

At Heyflow, we value open communication and honest feedback. That’s why we have regular 360-degree feedback periods, where every Heyflower has the opportunity to receive valuable input from their peers, stakeholders and managers. These feedback sessions are a great basis for anyone to develop, improve their skills and work on their career path.

Career development

When it comes to your career and development plans, Heyflow wants to support you in the best way possible. That’s why we offer our employees the possibility to attend courses, trainings, professional events or obtain certificates related to their field.

Sustainable goodies

In a remote work setup, it’s not always easy to feel connected to the brand, product, and culture. That's why we make sure everyone gets a cool onboarding goodie bag with Heyflow swag when they join. It's fun, useful stuff you can wear, use at home, or take outside. And the cherry on top? Our swag is sustainably produced because we care about the environment.

Ready to join the team?

At Heyflow, we believe in a collaborative culture where every single one contributes their part to making Heyflow the best place to work at. We celebrate our differences and diversity while all moving towards one common goal. It’s the people and their energy that shape Heyflow’s unique culture. We’re all fueled by the intrinsic motivation to improve both the product and the business, and we don’t forget to have fun along the way.

Apply to this job orLearn more on our Careers page