About the role

Support Team Lead overseeing 1st and 2nd level customer support for Myfactory and Proffix in the DACH region. In charge of team efficiency, quality, and customer satisfaction.

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 interfaces with adjacent areas.
You continuously develop our education offerings with online and in-person training.
You increase customer and partner satisfaction by measuring, analyzing and optimizing SLAs and KPIs.
You develop your area of responsibility in line with the Forterro strategy together with the Senior Lead Support.
You take responsibility for recruiting and retaining members of your team.
You actively promote the professional and methodological development of your team members through coaching, training and knowledge sharing.
In close collaboration 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 resolving 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.
You demonstrate strong leadership skills: coaching experience as well as building and developing international teams are part of your background.
Experience with implementing ticketing systems and AI-assisted support processes is an advantage.
You have solid 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 various stakeholders (Sales, Professional Services, Cloud Operations, Product Management).
Negotiation skills as well as 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.
You are willing to travel within the DACH region for several days per month, including overnight stays.

Flexibility and family-friendliness: Shape your workday with flexible working hours and the possibility to work remotely — for your work-life balance.
Experience community: We live an open corporate culture with flat hierarchies, short decision-making paths and strong team spirit.
Grow with us: Take advantage of individual training opportunities and regular trainings to expand your professional and personal strengths.
Mobility: Receive a subsidy for public transport or use the option of a company bike (JobRad) — for stress-free, sustainable and flexible commuting.
Stay healthy: Use our offerings for fitness, wellness and health — for your physical and mental wellbeing.
Work with modern equipment: 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.