✨ The Role in One Sentence

Plancraft is seeking a Team Lead Customer Support Specialists to lead and develop a team, shaping the future of customer support through AI-driven processes.

📋 What You'll Likely Do

• 30%: Lead, coach, and develop Customer Support Specialists, guiding their progression.

• 30%: Oversee the rollout and optimisation of AI-powered first-level support, aiming to automate 50% of ticket resolution.

• 20%: Track, analyse, and act on key KPIs such as reachability, resolution times, and customer feedback.

🧑‍💻 Profiles Doing This Job

• High Priority: Proven experience in a customer support leadership role.

• High Priority: Strong people management and coaching skills.

• High Priority: Strong written and verbal communication skills in English and German.

📈 How This Role Will Look on Your CV

• Led and developed a customer support team in a high-growth SaaS environment.