Team Lead, Support & Service – B2B Health

Job not on LinkedIn

🔥 23 minutes ago

🇩🇪 Germany – Remote

⏰ Full Time

🟠 Senior

✨ Team Lead

👻 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 First-Level Support based on the “One Door” approach and develop initiatives for subsequent organization-wide scaling • Build and optimize operational workflows in HubSpot, including AI routing, taxonomy/labeling, and automations • Analyze metrics, data, and trends, including with AI tools such as Claude and Gemini • Analyze and continuously improve existing processes • Manage and monitor KPIs, operational targets, and OKRs, and derive improvement measures • Provide regular reports on target achievement and performance to relevant stakeholders • Ensure daily operational service management, including ticket handling, SLA compliance, and escalation management • Provide disciplinary leadership and professional development for a team of ten, including the functional team lead • Support employee development through training, coaching, and individualized development measures • 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/chatbot solutions for customer service

🎯 Requirements

• At least 4 years of professional experience in customer service or support • Ideally, initial experience (approximately 2 years) 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 directives into concrete operational processes • Strong process expertise, along with experience analyzing, evaluating, and efficiently improving 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 experienced use of AI tools such as Claude and Gemini • Strong project management skills and experience working cross-functionally, particularly with technical teams • Excellent people management skills, along with experience delivering coaching and training programs • Exceptional communication skills and strong problem-solving abilities • 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

• Approachable managers and transparent communication – at Lingoda, every voice matters! • Company events and colleagues who are always happy to connect, plus budgets for team-building activities! • An inclusive environment with strong team spirit and a passion for languages • A well-structured and exciting 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 fund because we want our employees to grow • Free access to our language courses • Mental health programs • Employee benefits and pension plans • Discounted Urban Sports memberships across the EU • Public transport discounts in Berlin • 30 days of annual leave • Free snacks and drinks in the office • Modern hardware needed for your work (not applicable to freelancers) • Flexible working hours • Contracts with a two-year term