About the role

Team Lead overseeing 1st and 2nd level customer support for Myfactory and Proffix in the DACH region. Leading a team to enhance customer satisfaction and operational efficiency.

Responsibilities

You are responsible for 1st- and 2nd-level support for Myfactory and Proffix in Germany, Austria and Switzerland.
You lead the support teams operationally and support the Senior Lead Support with disciplinary matters.
You ensure the quality and efficiency of processes — both within the team and at the interfaces with adjacent departments.
You continuously develop our education offering of online and in-person trainings.
You increase customer and partner satisfaction by measuring, analyzing and optimizing SLAs and KPIs.
You further develop your area of responsibility in line with the Forterro strategy together with the Senior Lead Support.
You take responsibility for recruiting and retaining employees in your team.
You actively promote the professional and methodological development of your team members through coaching, training and knowledge sharing.
In close cooperation with our Cloud Operations team (AWS) you ensure a seamless operations and support process.
You contribute strategically to contract structuring as well as product and sales decisions — together with the Senior Lead Support.
You manage escalations confidently and proactively reduce conflicts, including clarification of outstanding invoices.

You have at least 5 years of recent professional experience in the ERP environment or in customer projects — ideally in a SaaS or cloud environment.
Strong leadership qualities: coaching experience as well as building and developing international teams are part of your background.
Experience with the introduction of ticketing systems and AI-supported support processes is an advantage.
You bring sound knowledge in process optimization, SLA management and escalation management.
Service orientation, teamwork, strong communication skills and a sense of responsibility are your strengths.
You are experienced in collaborating with different stakeholders (Sales, Professional Services, Cloud Operations, Product Management).
Negotiation skills and experience in contract and invoice management round off your profile.
You work independently, in a structured and solution-oriented manner and can drive complex projects forward on your own.
Technical understanding of cloud infrastructures (preferably AWS) and their integration into support processes is a plus.
You communicate confidently in German and English.
Willingness to travel within the DACH region for several days per month including overnight stays.

Flexibility and family-friendliness: Arrange your workday with flexible hours and the option to work remotely — supporting your work–life balance.
Community: We foster an open company culture with flat hierarchies, short decision-making paths and strong team spirit.
Grow with us: Use individual training opportunities and regular sessions to develop your professional and personal strengths.
Mobility: Receive a subsidy for public transport or choose a company bike (JobRad) — for a stress-free, sustainable and flexible commute.
Stay healthy: Benefit from our fitness, wellness and health offerings — for your physical and mental well-being.
Modern workplace: Benefit from the latest technical equipment for productive and comfortable work.
Shape the future: Work on exciting projects in a dynamic industry and take advantage of international development opportunities in a global environment.