Team Lead Customer Service (Billing Support)

TL;DR

Team Lead Customer Service (Billing Support): Leading and managing Billing Support and Back Office teams to ensure high service quality and operational efficiency with an accent on process optimization and metrics analysis. Focus on developing knowledge bases, collaborating with Finance and Product Management, and maintaining professional customer communications.

Location: Gunzenhausen, Germany

Company

One of the largest web hosting providers and data center operators in Europe, providing in-house high-tech products and reliable infrastructure.

What you will do

• Lead and manage the Billing Support and Back Office customer service teams.
• Oversee daily operations to maintain a consistently high level of service quality.
• Analyze key service metrics to derive actionable insights and improvements.
• Optimize processes and interfaces in close collaboration with Product Management and Finance teams.
• Further develop knowledge bases, guidelines, and internal service processes.
• Ensure professional, solution-oriented, and friendly communication with customers.

Requirements

• Completed commercial or customer service training, a background in business administration, or a comparable qualification.
• Proven experience in leading teams, either as a customer service expert or as a manager.
• Several years of professional experience in first-level customer service, support, or billing environments.
• Structured, analytical, and solution-driven work style.
• Excellent German and good English communication skills, both written and spoken.

Culture & Benefits

• Corporate philosophy emphasizing personal interaction and efficient decision-making.
• Strong DIY mentality within a challenging and varied work environment.
• Numerous social benefits and flexible working hours where feasible.
• Opportunities for both professional and personal development.
• Competitive salary package.