Team Lead Customer Service & Support

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🕒 May 22

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ORGA-SOFT Organisation und Software GmbH

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1979

☁️ SaaS

🏢 Enterprise

🤝 B2B

SaaS • Enterprise • B2B

ORGA-SOFT Organisation und Software GmbH is a German software company providing INTEGRA®, an integrated ERP suite for mid-sized businesses with a focus on the beverage and food industries. The platform offers modules for procurement, CRM & sales, accounting & controlling, warehouse & logistics, HR, production, e‑commerce, e‑invoicing and EDI, plus BI, mobile working and cloud/on‑premise deployment options. ORGA-SOFT emphasizes supply chain transparency, workflow automation, system integration and consultancy/services to help companies optimize processes and decision-making.

📋 Description

• Subject-matter and organizational leadership of the Customer Success team • Support and development of team members in day-to-day operations • Conduct regular feedback, development and target-setting meetings • Resource and deployment planning within the team • Ensure high service and response quality • Promote a positive, solution-oriented and cross-team mindset • Strategic management and development of existing customer relationships • Escalation management for critical customer inquiries or project situations • Ensure high customer satisfaction and sustainable customer retention • Support with complex technical or organizational issues • Identify optimization and development opportunities for customers • Close collaboration with Consulting, Project Management, Sales and Development • Further development of internal service and support processes • Define and monitor relevant KPIs and service levels • Optimize ticket, communication and escalation processes • Establish and maintain standards, documentation and best practices • Support the introduction of new processes, tools and structures • Contribute to the development of the Customer Success strategy

🎯 Requirements

• Successfully completed degree in Business, Business Informatics, Business Administration, Computer Science or a comparable qualification • Several years of professional experience in Customer Success, ERP environment, IT support, consulting or project management • Initial experience in technical or disciplinary leadership of teams • Excellent communication and organizational skills • Strong customer and service orientation • Experience working with ERP systems or complex software solutions • Structured, analytical and solution-oriented way of working • Confident presence and professional handling of customers and internal stakeholders • Experience with ticketing, CRM or service management systems is an advantage • Good knowledge of commercial and operational processes • Very good written and spoken German skills

🏖️ Benefits

• Permanent employment with flexibility regarding working hours/location to support your work–life balance • Mentorship program and individualized onboarding plan for new employees • Training opportunities for professional and personal development • A responsible and exciting working environment with varied tasks within a committed team • Very good working atmosphere with friendly colleagues • Company and team events as well as fitness options in the main building • Ergonomic workstations with modern equipment • Flat hierarchies and short decision-making paths • Informal culture (first-name basis) and family-like atmosphere • Device leasing and bike leasing • Company pension scheme • Company parking spaces / bicycle parking • Vacation and Christmas bonuses • Bonus schemes