Support Operations Team Lead

At Jimdo, our mission is to help small businesses start, grow, and ultimately thrive online. Small businesses face new challenges with very little support or recognition. We know how hard this can be, because we have been in their position. That’s where you can help us—by designing intuitive tools to help small businesses solve complex problems.

With a forward-leaning and self-driven attitude, we continue to find new ways to help our customers get their ideas out into the world. As a team, we run at a steady pace to achieve what we aim for. We learn best by gathering data, trying new things, and sometimes even falling down along the way. It’s the lessons we learn in the process that make us better problem-solvers for small business owners.

If you’re motivated by our mission and excited to roll up your sleeves, try new things, learn from mistakes, and make a difference to small businesses around the world, we would love to work with you.

Your mission

Our Support Operations team mission is to sustain the Support department by focusing on strategic projects, improvements and optimisations. This cross-functional team is responsible for tooling, self-service solutions, content creation, quality reviews, support workflows and qualitative data analysis.

We are now looking for a Team Lead to take over our Support-Operations Team. You will work closely with the Support Team Leads as well as collaborate with Data, Product & Marketing teams and you will report to our Head of Customer Support.

Responsibilities

  • You lead and manage a cross-functional international team of 6-9 members who report directly to you
  • You manage and lead different support projects, and you contribute to the further development of the department
  • You ensure that the team and you are continually learning, improving processes, striving for efficiency and meeting your goals
  • You identify and analyse proactively areas for improvements and process optimization
  • You provide direction, coach, motivate and develop the members of your team

Requirements

  • You have +1 year experience in leading a team
  • You have +2 years experience in customer support or customer success, ideally in a tech, SaaS or e-commerce environment
  • You have experience managing and prioritizing multiple complex assignments, working globally and cross-functionally with multiple stakeholders
  • You are a team player with strong hands-on mentality
  • You have excellent analytical and communication skills
  • You are proactive, open and results-oriented
  • You are fluent in English, both written and spoken. Good German language skills are a plus

Elena will be happy to receive your application in English or German and if you have questions regarding the application process, you might find the answer in our FAQ.