German Speaking Customer Service Manager

Job description

Our client is currently looking for an experienced Team Leader to lead their German and Austrian Customer Support Team, managing a team of over 40 skilled agents. This is an excellent opportunity for a hands-on leader with strong people management skills and experience in Customer Support or Call Centre environments within Finance, iGaming, Payments, or other regulated industries. You will play a key role in driving team performance, supporting daily operations, and ensuring an exceptional standard of customer experience across all touchpoints. This role offers the opportunity to take ownership of a large Customer Support function, combining day-to-day team leadership with broader operational responsibilities to support the continued growth and success of the department. Tasks Lead, inspire, and develop a team of 40+ agents to consistently achieve performance and quality targets. Oversee day-to-day operations, including resource planning, scheduling, and workload management Provide ongoing coaching, feedback, and one-to-one performance reviews to support team growth and engagement. Ensure all customer interactions adhere to company standards, policies, and compliance requirements. Manage and resolve escalated cases with professionalism and empathy. Collaborate with other departments to resolve complex issues and improve service processes. Monitor and analyse key performance indicators (KPIs) to evaluate team results and identify areas for improvement. Prepare and present detailed performance reports and insights to senior management. Recommend and implement process improvements to boost efficiency, productivity, and customer satisfaction. Foster a positive, performance-driven team culture based on accountability, transparency, and continuous development. Take ownership of the overall performance and effectiveness of the German Customer Support function, ensuring operational targets, service levels, and team objectives are consistently achieved. Support management with employee performance management processes, including performance improvement plans, disciplinary actions, workforce planning, and operational decision-making. Requirements Proven experience leading teams of 20+ employees in Customer Support or Call Centre environments, ideally within Finance, iGaming, Payments, or other regulated industries. Strong understanding of collections processes and customer experience best practices. Excellent communication skills in both German and English. Demonstrated ability to motivate, coach, and develop individuals to reach their full potential. Confident working with CRM systems, reporting tools, and MS Office applications. Strong analytical and problem-solving mindset with the ability to make data-driven decisions. Previous experience leading Customer Support teams with responsibility for quality assurance, call monitoring, coaching, escalations management, and agent performance development. Experience managing larger Customer Support operations, including conducting performance reviews, handling disciplinary matters, and driving operational performance through KPIs and service metrics. Benefits Health Insurance Paid Voluntary Overtime Monday to Friday - no weekends 10% annual performance bonus Salary increase after successful probation Relocation package of up to 1000 Eur