Customer Support Team Lead: Europe (m/f/x)

Einleitung

We're looking for a Customer Support Team Lead (m/f/x) for our Europe team who combines strong people leadership with a passion for continuous improvement. This role is ideal for someone who already has some leadership or coaching experience in customer support and is ready to take the next step in shaping how a team operates, develops, and delivers great customer experiences. 
While experience is important, we're equally interested in someone who brings fresh ideas and isn't afraid to challenge the status quo. We value leaders who ask questions, identify opportunities, and proactively drive positive change rather than simply maintaining existing processes.
Success in this role isn't just measured by queue metrics. It's measured by the growth of your team, the improvements you drive, the problems you solve, and your ability to make the customer experience better than it was yesterday. 
If you're looking for an environment where you can have a real impact, contribute ideas, and help shape the future of Customer Support and gaming, we'd love to hear from you.

Your mission

Lead, coach, and develop a team of Customer Support Agents
Monitor performance, quality, and customer experience metrics
Support day-to-day operations and help the team navigate complex customer situations
Partner with other departments to improve processes and customer outcomes
Identify operational inefficiencies and propose practical solutions
Utilize AI tooling to boost the team’s impact
Help shape the future of our support organization through continuous improvement initiatives

Your profile

Previous experience in Customer Support, ideally within a leadership, coaching, or senior support role
Experience in technical troubleshooting, escalations, and difficult conversations with customers, with a strong plus for gaming/game server hosting environments
Strong communication and people-management skills
A willingness to challenge assumptions and advocate for improvements
Comfort working in a fast-paced environment where priorities can evolve quickly
A proactive mindset and a desire to take ownership rather than wait for direction
Fluency in English, German is a plus
An interest in gaming, server hosting, technology, or online communities is a strong pluss a strong plus

Your benefits

Gaming at Heart: We provide free Nitrado Game Servers for gamers and a welcoming community for anyone who wants to feel at home, even if you're not a gamer. Discover how Nitrado is more than just gaming - an open community for technology and creativity.
Flexible working hours: Tailor your work hours to your personal needs for a better work-life balance.
Remote work: Our agile teams collaborate seamlessly from their preferred location, whether in our modern offices in Karlsruhe or Berlin or fully remote.
Work from Abroad: Extend your workspace beyond national borders with our support for remote work from abroad, enabling you to work from your favorite international destinations while staying connected with your team.
Mental Health: We support your mental well-being with our annual Mental Health Day.
Physical Health: Our office infrastructure provides state-of-the-art workspaces with ergonomic design to enhance your health and productivity, while staying fit on your commute with your JobRad.
Professional Development: Utilize training opportunities to develop and stay current with your skills.
Company Pension Plan: We support your financial security for the future with an attractive contribution.
Working Environment: You'll experience a respectful and friendly workplace culture, characterized by transparency and a family-like corporate culture.
Vacation and Paid Time Off: Enjoy 30 days of vacation and additional paid leave for special occasions.
International Collaboration: As an international company, we successfully overcome time zones and language barriers, providing you an international work atmosphere.
Social Activities: Strengthen your commitment and team cohesion through team-building events, participating in sports events and social activities.
Long-Term Stability: With over two decades of experience, we are a reliable employer for our employees.
Get together: Work hard, play hard - We come together twice a year for our company celebrations, strengthening our team bonds.
Modern Workspaces: Our office infrastructure offers state-of-the-art workspaces with ergonomic design for your comfort and health.
Corporate Culture and Values: You become part of a positive corporate culture that embraces values such as diversity and inclusion.

About us

Nitrado is the world's leading game server hosting provider. With over 20 years of experience in hosting PC, Xbox and PlayStation game servers, we know exactly what it takes to provide our customers with the best possible gaming experience. Some of the most popular games in our portfolio include ARK, Minecraft, DayZ and Valheim. With our 10 globally distributed data centers, we are able to dynamically respond to market changes and optimally support our strong growth.