Team Lead Customer Support (DACH)

TL;DR

Team Lead Customer Support (SaaS): Leading and coaching a team of support agents for the DACH market with an accent on operational excellence and customer experience. Focus on driving key support metrics, managing escalations, and implementing scalable process improvements.

Location: Remote or Hybrid in Poznań, Poland

Salary: 200,000–225,000 PLN/year

Company

hirify.global is a leading Talent Management Suite offering an all-in-one platform for recruitment, HRIS, and performance management.

What you will do

• Drive key support metrics including CSAT, response times, quality assurance, and productivity.
• Coach and develop team members through regular 1:1s and performance conversations.
• Own complex customer situations and escalations, acting as a bridge to Technical Support.
• Identify trends and recurring challenges to drive scalable process and tooling improvements.
• Advocate for customers by surfacing market insights to Product, Operations, and commercial teams.
• Collaborate cross-functionally with Sales, Customer Success, and Product teams.

Requirements

• Proven experience leading and coaching customer-facing teams in a SaaS or tech environment.
• Strong understanding of support operations, service metrics, and workforce management.
• Fluent German and English (both written and spoken).
• Analytical approach to working with KPIs and performance dashboards.
• Must be based in Poland to support the Poznań-based hybrid/remote setup.

Culture & Benefits

• Primarily remote working with flexibility and a 4-week "work from anywhere" annual allowance.
• €1500 annual learning budget and a €200 home office budget.
• Private healthcare (LuxMed) and Multisport wellness perks.
• 26 paid holiday days plus 2 wellbeing days for employment contracts.
• Professional equipment including Apple MacBook and displays.