Team Lead Retail & Customer Support (m/f/d), 80-100%

At our headquarters in Oberwangen, we are looking for an engaged, solution-oriented, and quality-conscious personality as

Team Lead Retail & Customer Support (m/f/d), 80-100%

As Team Lead Retail & Customer Support, you are responsible for the leadership and further development of the Retail & Customer Support organization in the DACH region, France, as well as in other markets if required. You ensure efficient, high-quality, and customer-oriented support for customers and retail partners and contribute to the continuous further development of a scalable international support organization.

In doing so, you combine operational leadership, technical expertise, and modern technologies such as AI, automation, and self-service solutions to provide our specialist retail partners and customers with first-class service. You ensure that problems are solved quickly, processes are continuously improved, and valuable insights are gained for the further development of our products.

Your tasks

• Functional and personnel leadership as well as further development of the Retail & Customer Support team
• Ensuring efficient and high-quality daily support operations
• Supporting the team with complex technical issues and escalations
• Direct support of retail partners and building long-term partnerships
• Introduction and continuous optimization of support processes, automations, and AI solutions
• Analysis of relevant support metrics and derivation of improvement measures
• Planning and implementation of support campaigns, product updates, and recall actions
• Close cooperation with Quality, Product Management, and other specialist departments for sustainable problem solving and improvement of the Customer Experience

Your profile

• Several years of experience in the leadership and development of support or service teams
• Strong customer orientation as well as strong communication and coaching skills
• Technical background; experience in the two-wheeler, e-mobility, or technical service environment is an advantage
• Enjoyment in combining operational topics with strategic improvements
• Interest in AI, automation, and data-based decision-making processes
• Experience in process optimization and in building efficient support structures
• Confident handling of common IT systems, Microsoft 365, as well as ERP solutions
• Very good German and English skills in spoken and written form

What we offer you

• A central role in an innovative Swiss premium company
• The chance to sustainably further develop the Customer Experience of Stromer
• International and dynamic working environment
• Great scope for design in an exciting growth phase
• Modern employment conditions and flexible working options
• Attractive discounts on Stromer and Desiknio bikes

Have we piqued your interest?
We are #HereToChange. And you? We look forward to receiving your application documents.

To ensure an efficient and uniform recruitment process, we only accept applications via our career portal. We are filling this position without the support of external recruitment agencies and ask corresponding providers to refrain from inquiries.

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