Customer Service Team Lead

Job not on LinkedIn

🔥 0 minutes ago

🇩🇪 Germany – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Lingoda GmbH

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

📚 Education

👥 B2C

Education • B2C

Lingoda GmbH is a leading online language school offering live, interactive classes 24/7 for a range of languages including German, English, Business English, French, Spanish, and Italian. With engaging small group sessions and one-on-one opportunities, Lingoda provides personalized feedback from native-level teachers to enhance the learning experience. The company's structured curriculum focuses on practical conversation skills, grammar, and vocabulary expansion, catering to different learning speeds and objectives with programs like Lingoda Sprint, Flex, and Teams. Lingoda's approach ensures flexibility and convenience, making it an ideal choice for language learners worldwide.

📋 Description

• Further develop the first-level support function using a “One Door” approach and prepare it for scaling across the entire organization • Build and optimize operational workflows in HubSpot, including AI routing, taxonomy/labeling, and other automations • Analyze metrics, data, and trends using AI tools to support the ongoing development of the team and processes • Analyze and continuously improve existing processes • Manage and track KPIs, operational targets, and OKRs, and derive improvement measures • Provide regular reports on target achievement and performance to relevant stakeholders • Ensure the daily operational management of customer service, including ticket handling, SLA compliance, and escalation management • Provide disciplinary leadership and support the development of a ten-person team, including the functional lead • Promote people development through training, coaching, and individualized development initiatives • Serve as the department’s key user and organize regular key-user calls • Enable and train the team’s key users • Collaborate with the Application, Data, and Product teams to implement automation and AI solutions and further develop AI agent and chatbot solutions for customer service

🎯 Requirements

• At least 4 years of professional experience in customer service or support • Ideally, approximately 2 years of experience in a leadership or team lead role • Extensive practical experience with HubSpot, ideally as a former key user • Strong technical understanding of the HubSpot platform and its capabilities • Ability to translate strategic guidelines into concrete operational processes • Strong process knowledge and the ability to analyze, evaluate, and efficiently improve processes • Experience managing KPIs, operational targets, and OKRs • Affinity for AI and automation; ideally, experience rolling out AI agents or chatbots in customer service • Confident and proficient in using AI tools such as Claude or Gemini • Strong project management skills and experience working cross-functionally, particularly with technical teams • Excellent people management skills and experience delivering coaching and training programs • Exceptional communication and problem-solving skills • Very good written and spoken German and English skills (C1) • High resilience and flexibility in a dynamic, agile work environment • Experience in a start-up or scale-up environment is a plus

🏖️ Benefits

• Accessible managers and transparent communication—at Lingoda, every voice matters! • Company events and colleagues who are always happy to connect, plus budgets for team-building events • An inclusive environment with strong team spirit and a passion for languages • A well-structured and engaging onboarding process designed to set you up for success • The option to work from home or from our office in the heart of Berlin • An education budget because we want our employees to grow • Free access to our language courses • Mental health programs • Company social benefits and pension plans • Discounted Urban Sports memberships across the EU • Public transportation discounts in Berlin • 30 days of annual leave • Free snacks and drinks in the office • Modern hardware required for your work (not applicable to freelancers) • Flexible working hours • All contracts, whether freelance or a regular German employment contract, start with a two-year term.