Tretmann is hiring a Teamleitung Kundensupport (m/w/d) Remote - VZ - Sports & Health Industrie

Become a crucial part of our team and actively help build our customer service! We are TRETMANN, an emerging and rapidly expanding brand for cutting-edge sports equipment. Our mission? Delivering top-quality rowing machines, pedal trainers, and more directly to our customers – with exceptional service and a seamless shopping experience. To elevate our support to the next level, we're seeking you as Customer Support Team Lead. Your Role As Customer Support Team Lead, you're not just the primary contact for complex customer inquiries, but also technically and organizationally lead our support team. You'll ensure our customer service improves incrementally every day – for our customers and your team. Tasks - Lead our customer support team (technically and with personnel responsibility) and develop your team members. - Serve as the escalation point for complex cases, supporting your team during challenging customer interactions. - Be the first point of contact for customers via phone and email regarding product inquiries. - Resolve problems quickly and professionally, whether concerning orders, returns, or technical matters. - Coordinate closely with logistics, returns, and support teams to ensure smooth operations. - Maintain our ticketing system's currency and ensure thorough documentation of all inquiries. - Analyze service metrics (e.g., response times, customer satisfaction) and derive improvement measures. - Contribute ideas to continuously optimize processes, workflows, and customer service. Qualifications - Excellent German skills (native level, verbal and written). - Customer support experience is mandatory – preferably in e-commerce or similar environment. - Initial experience leading or guiding employees (e.g., as senior, mentor, shift lead) is advantageous. - Ideally residing in Germany. - Your most recent education/study completed at least 2 years ago. (No formal education is not a problem) - Friendly, helpful, and patient – even in stressful situations. - Passionate about problem-solving and saving customers' days. - Work reliably, independently, and structured with enthusiasm for personal and team development. - Basic technical understanding of our sports equipment would be great. - Confident with laptop, tablet, smartphone, and common tools (e.g., ticketing systems, email, office software). Benefits - Remote Work 100% location-independent work – customize your workspace to your needs, balancing professional and personal life. - Development & Perspective Assume responsibility from the start with opportunities for professional and personal growth – e.g., expanding leadership role, increased process responsibility, team building. - Attractive Compensation & Bonus Expect competitive compensation with a bonus system that visibly acknowledges your performance. - Autonomy & Design Scope Work with high personal responsibility, actively shape customer service processes, and directly implement your ideas. - Dynamic Team Join a motivated, high-performing team without rigid 9-to-5 mentality – short communication paths, quick decisions, and significant trust. - Sports & Health Freely use our sports equipment and stay close to innovative products in the Sports & Health industry. Our Philosophy: "Hire for Attitude – Train for Skills" We value your attitude more than a perfect resume. If you have customer support experience, want to take responsibility, and are excited about a growing company – definitely apply, even if you don't meet 100% of the criteria! Join our team! Interested? Send your CV to: gf(at)tretmann(punkt)com Also send a brief introduction video answering: - Why do you want to work with us? - What do you enjoy? - Why are you the right person for us – especially as Customer Support Team Lead? - How does this job fit into your life? - How do you imagine working with us? If your file is too large for email, please use SwissTransfer or Workupload. We look forward to getting to know you! Updated: 10 hours ago Job ID 15269056