[Hiring] Customer Support Team Lead @marbis GmbH

Role Description

We're looking for a Customer Support Team Lead (m/f/x) for our Europe team who combines strong people leadership with a passion for continuous improvement. This role is ideal for someone who already has some leadership or coaching experience in customer support and is ready to take the next step in shaping how a team operates, develops, and delivers great customer experiences.

While experience is important, we're equally interested in someone who brings fresh ideas and isn't afraid to challenge the status quo. We value leaders who ask questions, identify opportunities, and proactively drive positive change rather than simply maintaining existing processes.

Success in this role isn't just measured by queue metrics. It's measured by the growth of your team, the improvements you drive, the problems you solve, and your ability to make the customer experience better than it was yesterday.

If you're looking for an environment where you can have a real impact, contribute ideas, and help shape the future of Customer Support and gaming, we'd love to hear from you.

• Lead, coach, and develop a team of Customer Support Agents
• Monitor performance, quality, and customer experience metrics
• Support day-to-day operations and help the team navigate complex customer situations
• Partner with other departments to improve processes and customer outcomes
• Identify operational inefficiencies and propose practical solutions
• Utilize AI tooling to boost the team’s impact
• Help shape the future of our support organization through continuous improvement initiatives

Qualifications

• Previous experience in Customer Support, ideally within a leadership, coaching, or senior support role
• Experience in technical troubleshooting, escalations, and difficult conversations with customers, with a strong plus for gaming/game server hosting environments
• Strong communication and people-management skills
• A willingness to challenge assumptions and advocate for improvements
• Comfort working in a fast-paced environment where priorities can evolve quickly
• A proactive mindset and a desire to take ownership rather than wait for direction
• Fluency in English, German is a plus
• An interest in gaming, server hosting, technology, or online communities is a strong plus

Benefits

• Gaming at Heart: We provide free Nitrado Game Servers for gamers and a welcoming community for anyone who wants to feel at home, even if you're not a gamer.
• Flexible working hours: Tailor your work hours to your personal needs for a better work-life balance.
• Remote work: Our agile teams collaborate seamlessly from their preferred location, whether in our modern offices in Karlsruhe or Berlin or fully remote.
• Work from Abroad: Extend your workspace beyond national borders with our support for remote work from abroad.
• Mental Health: We support your mental well-being with our annual Mental Health Day.
• Physical Health: Our office infrastructure provides state-of-the-art workspaces with ergonomic design.
• Professional Development: Utilize training opportunities to develop and stay current with your skills.
• Company Pension Plan: We support your financial security for the future with an attractive contribution.
• Working Environment: You'll experience a respectful and friendly workplace culture.
• Vacation and Paid Time Off: Enjoy 30 days of vacation and additional paid leave for special occasions.
• International Collaboration: As an international company, we successfully overcome time zones and language barriers.
• Social Activities: Strengthen your commitment and team cohesion through team-building events.
• Long-Term Stability: With over two decades of experience, we are a reliable employer for our employees.
• Get together: Work hard, play hard - We come together twice a year for our company celebrations.
• Modern Workspaces: Our office infrastructure offers state-of-the-art workspaces with ergonomic design.
• Corporate Culture and Values: You become part of a positive corporate culture that embraces values such as diversity and inclusion.