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About the Role

Lead a remote customer care team, shaping a service experience that truly delights customers. You will restructure processes, create scalable standards, and elevate the service experience for tradespeople during a period of growth and transformation.

Responsibilities

Lead a customer care team of eight, ensuring clear daily priorities.
Unify two service areas into a cohesive unit with clear responsibilities, shared standards, and high performance expectations.
Manage operational support across multiple channels, including hotline, chatbot, and email, ensuring efficient, empathetic, and high-quality query resolution.
Inspire, coach, and develop the team through regular feedback and fostering collaboration, ownership, and transparent communication.
Set high customer service quality standards, leading by example to ensure reliable, solution-oriented, and excellent customer support.
Provide hands-on support in queues or on the phone during complex cases, de-escalation, or high backlog periods.
Monitor team performance and customer satisfaction, derive action plans, and actively drive the use of AI and automation.
Consistently manage based on care-relevant KPIs such as CSAT and first contact resolution rate.

Requirements

Willingness to meet with the entire Customer Care team at the Hannover office once per quarter for workshops and team events.

Skills

Empathetic leadership and active listening.
High quality standards and ambition to provide strong solutions.
Understanding of excellent multichannel support and team deployment.
Data-driven approach with a focus on customer care metrics and satisfaction.
Knowledge of CRM systems, AI applications, and digital tools.
Recognition of automation as a lever for service quality and efficiency.
Ability to maintain the importance of human contact.
Hands-on operational support.

Location

Remote
Hannover

Work Type

Remote
Full-time

Experience Level

Leadership experience
Operational experience

Salary/Compensations

48.000 - 63.000 Euro/Jahr

Benefits

Flexible and location-independent mobile work.
29 Euro subsidized Deutschlandticket.
30 vacation days (including Dec 24th & 31st).
Additional days off for marriage, moving, or birth.
Volunteering Day for a social project.
Jobrad for staying fit.
Sports facilities via Hansefit or EGYM Wellpass.
Access to mental health partner Bloom.
Additional company health insurance from Allianz.
Monthly professional shoulder and neck massage in the Hannover office.
Annual training budget of 800 Euros for courses, books, or coaching.
Regular feedback and development discussions.
Clear HERO career plan for internal growth.
Company parties (summer and winter).
Regular team events.
Annual co-workations within the EU with the HERO team.

About the Company

HERO Software is in a growth and transformation phase.
We are looking for individuals who are curious and want to learn more about us.
Information about our application process is available on our career page.
Get a better impression of us from reviews on our Kununu profile.
Follow us on Instagram @weare_herosoftware and LinkedIn HERO Software.

Equal Opportunity

We explicitly encourage non-binary and trans* individuals to apply for this position.
Severely disabled applicants will be given preference with equal qualifications.