Description
The Second-Level Support Team Leader provides professional and disciplinary leadership of a telephone and written Second-Level Support team, manages service availability and quality, monitors KPIs, coaches employees, handles escalations, and contributes to process optimization. The role requires commercial training or a comparable qualification, 3–5 years of customer service or support experience, prior team leadership experience, and experience with service metrics and workflow improvement. The position is based at the innovative site in Merzig and offers flexible working arrangements, including temporary work from home.
