WHO WE ARE LOOKING FOR If you want to understand what's behind things and also enjoy leading a team, then you've come to the right place. Then we look forward to receiving your application as Teamlead Support / Customer Success (f/m/d) / Full remote YOUR MISSION As Teamlead Support / Customer Success (f/m/d) you will be responsible for the technical and disciplinary management of the team, consisting of Technical Consultants. In addition, you will be responsible for ensuring estos support meets the high quality standards of partners and end customers. If customer-oriented IT support is just as important to you as it is to us, then you will certainly find yourself in these tasks. Ensuring support quality: compliance with SLAs and response and resolution times for partners and end customers, ensuring availability by phone, ensuring high processing quality (technical, communicative) of all incoming requests and compliance with defined processes within the team and across teams Continuous further development: optimization of processes and cross-departmental communication, further development of employees as well as adaptation and creation of additional specifications in consultation with Service Management Active participation in the estos support team: Processing incoming requests according to the defined processes and conducting telephone or video conferences as part of escalations, with the aim of resolving them quickly, efficiently and to the satisfaction of partners and end customers YOUR EXPERTISE Completed training or studies in the IT sector and a comparable qualification Several years of experience in the management and organization of IT support teams Strong knowledge of current ITSM tools (ticket systems) and modern service desk and IT infrastructures as well as experience in IT support Competencies: High customer and service orientation, independent and structured way of working, ability to work under pressure and assertiveness as well as a confident demeanor and strong communication skills Fluent written and spoken German and English are a matter of course for you OUR OFFER Your workplace: Offices in the heart of Starnberg, Munich, Karlsruhe or fully remote. High degree of creative freedom: Our flexibility and openness offer you the chance to incorporate your own ideas into the projects - decisions are made quickly. Comprehensive onboarding: You will be assigned a buddy and undergo structured onboarding. estos spirit: Short communication channels, a "you" culture and a very dynamic working environment that is open to improvement. Trust and autonomy: Flexible and mobile working with plenty of freedom to organize your working hours and the opportunity to work up to 10 days a year within the EU. Hand on heart: Would you like to become part of the estos team? Then we look forward to receiving your application! We look forward to getting to know you! Location: Offices in the heart of Starnberg, Munich, Karlsruhe or fully remote Start: Immediately Type of employment: Permanent, full-time Your personal contact: HR team of estos GmbH +49 (8151) 36856-179 [email protected] We, estos GmbH, are a manufacturer of communications software and an innovative building block for unified communications - recognized as a Top 100 Innovator in 2022 & 2023! Since 1997, we have been developing professional standard software for companies that use it to improve their business processes in communication-intensive areas. As a technology leader, our expertise lies in Computer Telephony Integration (CTI), Unified Messaging Software (UMS), SIP-, XMPP-, LDAP- and WebRTC-based applications. Continuous investment in research and development creates innovations and makes our products trend-setting originals.