Teamlead First Level Support (German language) in HS-Soft

HS-Soft offers a comprehensive digital ecosystem for the food industry - from POS and payment to merchandise management to production and recipe management. Our customers mainly come from the baking industry, the catering industry and the butcher trade.

Our solutions are completely SaaS-based and run on a modern cloud platform (AWS latest & greatest). We currently support over 600 companies with several thousand devices in Switzerland and Germany – and we are growing quickly. In our industry we stand for consistent innovation. Of course, we use AI agents internally and also offer our customers the first AI-supported added value.

We maintain a very open, appreciative and direct company culture. In addition to the success of our customers, the focus is on the further development of our employees.

Your work area

As Teamlead First Level Support, you are the head of our "Service Foundation". You drove the team that acts as the first point of contact and business card for HS-Soft. Your mission is "Reactive Excellence": You ensure that our support acts quickly, accurately and empathetically, so that our customers feel safe at all times. You transform the first level from pure ticket processing to a service-oriented unit that acts as a protective shield for the downstream teams and solves problems efficiently in the first contact.?

Your areas of activity

• Professional leadership & coaching: You lead the first level team professionally. A focus is on actively coaching your employees in communication and conversation in order to avoid "ticket ping-pong" and to find real solutions on the phone or via Zoom.
• Operational Excellence & KPIs: You are responsible for the core KPIs of support (especially response time, availability and first solution rate). You manage day-to-day operations and always have ticket queues and incoming requests under control.
• Quality assurance & processes: You ensure that tickets are properly qualified and documented before they are solved or escalated. You monitor compliance with the escalation protocol to the 2nd level to ensure that only validated, complex cases are passed on.
• Knowledge management: You encourage the development and maintenance of internal documentation and FAQs to scale knowledge within the team.
• De-escalation: In critical situations You are the support for your team and take over the management of frustrated customers with professional de-escalation techniques. 

What we want from youExpect

• Leadership experience:You already have experience in team management or in technical coaching of support teams, ideally in a SaaS or tech environment.
• Mindset for service excellence:You Don't see support as processing, but rather as a service experience. You enjoy developing people and love direct customer contact.
• Methodological competence: You know modern support methods. Terms such as "First Contact Resolution" or frameworks for conducting conversations are no stranger to you or you are willing to adapt them.
• Structure & resilience: You maintain an overview even with a high volume of inquiries, prioritize clearly and convey calm and structure to your team.
• Language skills: Excellent knowledge of German and secure communication in English. What we offer you Work:A great, international team and a working environment without outdated tools, VPNs or servers in the basement.
• Development: Short decision-making processes and personal coaching as well as development opportunities for your management career.

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