Team Lead, Customer Support (f/m/d)

At Moss, we help companies spend smarter. We’re a place where aspiring, adaptable quick-thinkers thrive, and we’re set to become the next leading spend management platform in the European FinTech industry.

Join us as a Team Lead, Customer Support (f/m/d) on our mission to further shape the future of the customer excellence function at Moss! In this role, you will be responsible for leading the Customer Support team and ensuring the delivery of world-class support to our customers across all of our core markets (Germany, the United Kingdom and the Netherlands currently).

Your Responsibilities

Here's a bit more on what you can expect to be doing day-to-day:

• People Leadership: Lead, motivate, and develop the customer support team to foster a positive and collaborative work environment, ensuring the delivery of the world-class customer experience and overall teams’ growth and performance.
• Process Improvement: Identify and implement opportunities to optimize customer support processes, applying structure and utilizing automation and innovation to enhance efficiency.
• Leading by example: As a hands-on leader, set the standard of excellence for your team by swiftly and adeptly addressing incoming customer inquiries with expertise, speed, and efficiency.
• Cross-functional Collaboration: Collaborate with operations, customer success,, sales, product, and tech teams to align customer support activities with broader organizational objectives, advocating for necessary resources and support.
• Performance Monitoring and Training: Develop KPIs to monitor team performance, regularly evaluate against targets, and provide training to enhance team skills and knowledge, ensuring continuous improvement in customer support operations.
  
  
  

About You

We think you’ll need the following experience and qualifications to succeed in the role:

• Proven people leadership experience in the customer support field
• Fluent German (C2) and English skills (C1)
  
  
  

In addition, here are the skills and attributes we are looking for:

• Efficiency Champion: You prioritize efficiency in customer support, using data to identify problems and track team performance. You're focused on finding impactful solutions through automation and innovation.
• Visionary Strategist: With a forward-thinking mindset, you champion innovative strategic initiatives, aligning them with organizational goals to elevate customer service delivery to new heights.
• Collaborative Communicator: You are skilled in fostering cross-functional collaboration and effectively engage with operations, sales, product, and tech teams to ensure alignment on common goals.
• Influential leader: You lead by example and build high performing teams by providing direction and creating a supportive culture based on mutual trust. You successfully inspire, empower, and influence those you interact with. Through coaching and training, you ensure your team's growth every day.
  
  
  

Our offer

Skills

We believe the greatest benefit we can offer you is the opportunity to grow in a fun environment, to develop your skills and progress your career - we’d like to help you on that journey. Here's what else you can expect:

• An attractive compensation package, including our company stock option plan
• An annual learning budget of 600 euros
• Unlimited access to our mental health and wellbeing offering, including 1-on-1 coaching sessions
• An Urban Sports Club membership
• Four weeks (20 days) work from abroad
  
  
  

About Moss

Moss is a SaaS scale-up business founded in Berlin. In the last years, we have built a passionate team of circa 250 people from 40+ nationalities in 6 offices across Europe.

To date, we help over 3000+ businesses in Germany, Netherlands and the UK to spend smarter. Our leading spend management solution encompasses corporate cards, invoice management, employee cash reimbursements and controlling modules that help finance teams save thousands of hours in manual data processing and gain complete control while enabling their teams.

Moss has raised a total of €180 million in funding and is backed by renowned tech investors including Valar Ventures, Tiger Global, Global Founders Capital, Cherry Ventures and A-Star.

Not only do we embrace and celebrate the diversity of our customer base, but we also strive to do the same for our growing team. At Moss, we offer equal employment opportunities regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, or other class protected by applicable law.

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