Customer Support Team Lead (m/w/x)
Grover Berlin
About Grover
Unlock the future of tech with Grover! We're revolutionizing access to cutting-edge technology, offering affordable and sustainable solutions through flexible tech rental subscriptions. No deposits, no commitments—just the latest tech on-demand, exactly when and where you need it.Join us in transforming the tech landscape across Germany, Austria, Spain, and The Netherlands. Your journey to limitless possibilities begins with Grover!
Our Mission & Vision
To date, Grover has circulated over 1.2 million devices, employs over 400 people, and stands as one of the fastest-growing scale-ups in Europe. We hit Unicorn status in 2022, and are scaling internationally!We're proud to champion a more sustainable way to use tech. With an average of 3-4 rental cycles per device depending on the category, we estimate that the rental of our portfolio from 2015-2021 resulted in 160,000 fewer e-waste products and about 250 tons of e-waste.
We are looking for an ambitious Customer Support Team Lead (m/f/x) full-time for our Customer Support team hybridly in Berlin.
What you will contribute:
- Manage a group of Customer Support representatives and specialists
- Drive quality customer service for their German-speaking customers
- Define KPIs with a strong focus on quality and efficiency
- Create a unique customer experience by proactively contributing through suggestions and implementing them independently
- Support the team with project coordination and prioritization
What you bring:
- 1+ years of experience in a customer support position, ideally previous experience leading a team
- Experience working with product teams previously and you can easily identify technical issues
- Experience and focus on process optimization
- A proactive attitude and willingness to make customers happy
- Patience and a detail-oriented mindset
- High adaptability - you are flexible and look forward to new challenges
- The ability to work in a fast-paced work environment
- Strong communication skills in our company language English and Fluent German (C1 min). Dutch and Spanish are a big plus!
❤️What you will love about us:
- Hybrid model with 30 days per year to work abroad
- 28 days of paid vacation, plus another additional day after 3 & 4 years
- BVG monthly discount to drive you anywhere in Berlin
- Company Pension Scheme and a top-up to Parental Leave (for both parents)
- Online Mental Wellness support with Nilohealth
- Urban Sports Club or Class Pass Corporate Discount
- Annual learning budget of 1000€
- 1 Paid Volunteering Day per Month
- Online German Classes through Language Hero and Babbel subscription
- Exclusive Grover Tech discount for you & your loved ones
- A diverse global team of 72 nationalities (and counting!)
We are looking forward to e-meeting you!
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