Team Lead - Application Management Retailer (m/f/d)

THE OPPORTUNITY

At Tradebyte you work hand in hand with the biggest players in e-commerce - from hip fashion brands to big online shops. We offer you an open work structure and an incomparable team spirit. We believe that work and passion are compatible and for that we offer the appropriate surroundings. With continuous growth, we are looking for new colleagues who share our passion for work. Love what you do - do what you love. Become part of Tradebyte, an independent company within the Zalando Group!

WHAT WE'RE LOOKING FOR

• You have previously led a technical or customer support team.
• You bring relevant work experience in application management, software operations and customer care, preferably in 2nd level technical support.
• Experience with 1st level customer-facing support processes is a plus.
• You are process driven and take ownership for driving continuous improvement.
• You are experienced in designing, operating, and continuously improving application management and support processes (SaaS software, enterprise IT or other).
• You are familiar with key operational metrics and actively use them to manage your team.
• You have a broad technical understanding of software systems and technologies (MySQL, XML/XSD, CSV, APIs, file systems and transfer mechanisms).
• Your empathy allows you to understand and consider the motivation and context of team members' and stakeholders' actions.
• You act cool-headed in difficult or stressful situations, communicate to the point and get internal and external stakeholders aligned quickly.

YOUR RESPONSIBILITIES

• You lead a team of 6-10 members with different cultural and educational backgrounds and are responsible for recruiting, career development and continuous feedback.
• You enable Tradebyte's Application Management Team for Retailer Business to effectively manage 2nd level support for incoming incidents and problems.
• You work with the wider operations, product and commercial organisation to establish sustainable processes for problem and incident management according to standard frameworks (ITIL).
• You set up and maintain an effective and scalable team that provides 2nd level support, monitoring and alerting, out of hours support and internal training.
• You create and maintain organisational processes, structures and tools that facilitate effective workflows and key operational metrics which you report.
• You support the team with major incident cases.
• You act as an ally to the business and product units by constantly collecting and aggregating feedback about recurring customer issues.

WHAT YOU CAN EXPECT FROM US

• You'll play a decisive role in shaping an agile, fast-growing, international company and be supported by an open-minded working environment.
• Competitive salary package, employee share shop, 40% Zalando shopping discount (30% Zalando Lounge).
• You'll be given various learning and development opportunities to enhance your professional development.
• Flexible working hours, home office options.
• 25 vacation days per year that increase up to 30 days, volunteering time off and several sabbatical options.
• We'll help you commute to the office with zero emissions: through a rented company bike.
• Access to additional German or English classes to improve your language skills.
• A variety of health offers to support your well-being, as well as free beverages and fruits.
• Open plan offices within the heart of Montpellier, Cheltenham with free parking.

INTERESTED?

We are looking forward to receiving your application!