Support Team Lead

Job Description

Commercetools is seeking a Support Team Lead to guide and supervise day-to-day support activities, ensuring customers receive excellent assistance as they build innovative commerce applications. The Support Team Lead will work closely with support engineers and the Head of Support, playing a key role in the performance and evolution of the global support organization.

Responsibilities include:

• Supervising and guiding day-to-day support activities.
• Participating hands-on in team activities.
• Leading with empathy and fostering an inclusive team culture.
• Planning for team growth and workload distribution.
• Guiding team initiatives and projects, removing blockers.
• Handling escalated support situations and coordinating responses.
• Participating in customer-facing meetings.
• Contributing to conflict resolution and building collaboration.
• Providing strategic context and clarity to the team.
• Acting as a liaison between the team and the rest of the organization.

Requirements:

• Experience in supervising and guiding support activities.
• Ability to participate hands-on in team activities.
• Strong leadership skills with empathy and inclusivity.
• Experience in planning for team growth and workload distribution.
• Ability to guide team initiatives and projects.
• Experience in handling escalated support situations.
• Excellent communication and collaboration skills.

Commercetools offers:

• Competitive Compensation Package
• Workation (up to 60 days per year)
• Learning & Development Budget
• Academy (training sessions, access to Coursera and Babbel)
• Flexibility in working hours
• A diverse workplace with an open, international culture