Team Lead Customer Service – Backoffice & Billing Support (m/f/d) in Customer Support Department
in Hetzner - Germany, Gunzenhausen
On-site
Full-time
Senior
Full-Time
Job description
See job offer description.
With several hundred thousand servers in operation, Hetzner is one of the largest web hosting providers and data center operators in Europe. We provide our customers with high-tech products we develop in house, and with reliable infrastructure at fair prices. More than 500 Hetzner employees work every day to help shape the digital future and provide our customers with simple, efficient solutions to complex problems. Are you ready to lead and develop customer service teams and shape the quality of processes? Then we look forward to getting to know you!
Your tasks:
- Lead and manage two customer service teams (Billing Support and Back Office) – use your skills in both customer service and in managing teams
- Oversee day-to-day operations and ensure a consistently high level of service
- Analyze key service metrics and find actionable insights and improvements
- Optimize processes and interfaces in close collaboration with other teams (such as Product Management, Finance)
- Further develop knowledge bases, guidelines, and service processes
- Ensure professional, solution-oriented, and friendly communications with customers at all times
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Benefits
At Hetzner Online, your tasks will be exciting, challenging, and varied. Our corporate philosophy emphasizes personal interaction, efficient decision making processes, and a strong DIY mentality. In addition to numerous social benefits, flexible working hours (where feasible), and opportunities for both professional and personal development, we can offer you an attractive salary.
Job requirements
- Completed commercial or customer service training, a background in business administration, or a comparable qualification
- Proven experience in leading teams, either as an expert in customer service and/or as a manager
- Several years of professional experience in first-level customer service, support, or billing environments
- A structured, analytical, and solution-driven work style
- Excellent German and good English communication skills, both written and spoken