OUR PURPOSE AT PLANCRAFT

Building the backbone of European craftsmanship together, with modern software and smart AI solutions.
We don't simply develop software. Our mission is to create more room for craftswomen and craft businesses by equipping them with a practical SaaS solution that works the way they do: fast, efficient and without unnecessary admin effort. Supported by smart AI features exactly where they really help in everyday life. With Tier 1 investors from Europe and the USA such as Headline and Creandum, and over 30,000 craftspeople as our customer base, we are scaling across Europe to turn individual, scattered businesses into connected and successful communities.
We believe in zero admin, not zero personality, and we develop every feature with the people in mind who wear the safety shoes, not the suits. We are keen to shape the future, together as a team, and we are down-to-earth in our mission to support the makers of tomorrow.

YOUR MISSION WITH US

As Team Lead Customer Support you are responsible for leading and developing our Customer Support team. You build a scalable, AI-supported and data-driven support function that gives our customers an outstanding service experience. In doing so, you combine day-to-day operations with strategic development, optimise processes and specifically support your team in its professional and personal development. With smart automations, clear KPIs and a strong team, you create the foundation for scaling our Customer Support sustainably.

Your responsibilities

• You lead, coach and develop our Customer Support Specialists, accompanying them with regular feedback and targeted training on their path from Junior to Mid-Level and Senior.

• You are responsible for day-to-day operations in Support and ensure that tickets are assigned efficiently, prioritised and handled in line with our SLAs and quality standards.

• You are the first point of contact for escalations and complex customer enquiries and personally take on demanding or urgent support cases.

• You analyse and optimise relevant support KPIs such as availability, response and resolution times, ticket backlog and customer satisfaction.

• You optimise shift planning, task allocation and support processes to increase customer availability.

• You drive our AI-supported first-level support, with the goal of resolving a large share of incoming tickets automatically without compromising service quality.

• You identify development potential in the team and improve performance through targeted coaching, quality checks and regular feedback conversations.

• You continuously develop our Knowledge Base and ensure that help articles and support resources remain up to date, understandable and relevant.

• You work closely with our Head of Customer Success to develop the support strategy further, review KPIs weekly and implement operational improvements.

• You work across departments with RevOps, Customer Success and Product to bring in customer feedback, solve recurring problems and identify further AI automation potential.

YOUR PROFILE

Must-haves

• You bring experience in leading a Customer Support team, ideally as a Team Lead or in a comparable leadership role.

• You have experience in people management and coaching and know how to support employees in a targeted way and accompany them in their career development.

• You are familiar with Customer Support processes, SLA management, performance KPIs and quality assurance.

• You use data and reporting to analyse team performance, identify opportunities for improvement and make well-founded decisions.

• You can prioritise effectively even with high ticket volumes and solve complex customer concerns in a structured way.

• You work hands-on and combine operational work in Support with responsibility for your team.

• You have experience optimising support processes and workflows and increasing operational efficiency.

• You stand out through clear communication, analytical thinking and a solution-oriented way of working with high quality standards.

• You value personal exchange with your team and are willing to spend regular time at our Hamburg office. We offer a flexible setup, so you do not necessarily have to live in Hamburg. What matters to us is that you are on site for regular onsite phases. Your onboarding takes place in Hamburg during the first 3-4 weeks.

• German language skills at C1/C2 level and English language skills at at least B2 level.

Nice-to-haves

• You have already scaled Customer Support teams in a fast-growing SaaS company.

• You are familiar with AI-supported support solutions and automation workflows.

• You have experience with support platforms such as Intercom, Zendesk or Freshdesk.

• You have experience in B2B customer support for software products.

• You know analytics and data visualisation tools such as Looker or Power BI.

• You have a good understanding of the German and Austrian customer market.

• You speak languages other than German and English.

WHY PLANCRAFT?

• Team Spirit: With passion, commitment and genuine enthusiasm, we do everything we can to achieve our mission together. We regularly celebrate team spirit with 3 major team events a year, 2 monthly relaxed formats at our HQ and a strong recognition culture in which we make small and large successes visible and celebrate them together.

• Ownership: With us, you take responsibility from day one. In an environment with flat hierarchies and high trust, you can really make a difference.

• Development: We invest in your development in a targeted way, through a strong feedback culture, a personal learning budget and enablement formats. We want to support you in the best possible way so that you can unlock your full potential.

• AI Enablement: Our internal tools and workflows are designed from the ground up to be AI-supported. We support every team and every individual in using AI in their daily work at the next level, including a personal Claude licence, of course.

• Tech & Tooling: You get modern hardware such as a MacBook and high-quality over-ear headphones, as well as all the tools you need for your daily work.

• Recovery: 30 days of holiday, 24 December off, a subsidy for Urban Sports Club and internal sport meetups help you switch off.

• Mobility: You can get a JobRad or use a subsidised Deutschlandticket or a BahnCard.

• International environment: We are becoming increasingly international with colleagues in Italy, France, the Netherlands and Austria among others, and we communicate internally in English.

We’re #stoked to shape the future, #together as a team, and #humble in our mission to support the builders of tomorrow. For a first impression of us, take a look at our Instagram and LinkedIn page.

Diversity makes us better.
We welcome people of all backgrounds, identities, abilities, and experiences, and we believe that different perspectives lead to better ideas, stronger products, and a healthier workplace. If you’re excited about our mission but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway. You might be exactly who we’re looking for.

______

On the application process
We want your candidate experience with us to be smooth, transparent, and enjoyable. We aim to get back to you regarding your application within 5 business days. Our interview process typically takes about 4 weeks from start to finish, though this may vary by role. You can learn more about our process here. If you need adjustments or flexibility at any stage, please don’t hesitate to let us know - we’ll do our best to make it work for you.

Note on creating a test account:
If you would like to create a test account as part of the challenge, please enter "Applicant" in the relevant field during registration and select "Other" under Trade. This ensures that our sales team does not mistakenly register you as a craft business and reach out to you unnecessarily.