Customer Support Lead | Full Time (m/w/d)

Are you seeking an opportunity to make a meaningful impact and accelerate your professional growth? Then CONROO is the perfect fit for you! We’re an early-stage startup enabling efficient logistics through innovative technology, driven by our belief that bad processes waste resources.

With a team of around 20 people working from our offices in Germany and remotely, we\’re searching for talented individuals who share our passion for continuous learning and tackling challenges alongside our founding team.

Tasks

We are seeking a Customer Support Lead to take our Customer Success function to the next level. This is a pivotal role where you will own the department from its current state, redesign it for efficiency, and implement a Customer Support TOM that enables 24/7 support across all continents, powered by AI and minimal human resources. Your mission will be to make our Customer Success operations truly global while maintaining high client satisfaction.

• Process Optimization: Redesign workflows, introducing automation and AI-driven solutions to improve customer support processes.
• Team Leadership: Manage and mentor our customer support working students, with the responsibility to grow and structure the team over time.
• Customer Support: Ensure the team delivers timely and effective responses across all customer support channels.
• Customer Issue Resolution: Serve as the primary escalation contact for critical customer matters.
• Team Empowerment: Provide resources, workflows, and documentation that enable the team to resolve issues independently, reducing reliance on the Tech and Sales team.
• Customer Insights & Product Feedback: Extract important product updates from the customer insights and channel them to the Product & Dev team for further implementation.
• Performance Monitoring: Define and track key performance indicators, including first response time, average resolution time, CSAT, and cost per resolution, to ensure continuous improvement and high-quality support.

Requirements

Essential skills and experiences:

• Native-level proficiency in German is required, with fluent English proficiency to ensure effective communication
• 3-5 years in Customer Success, Account Management, or a related role, ideally with leadership exposure
• Strong understanding of AI tools, and automation
• Strong leadership skills with the ability to manage, coach, and grow teams
• Experience with customer support tools such as Intercom, Zendesk, or similar platforms is required
• Experience in building global customer support operations
• Experience in a startup or high-growth company, ideally within a SaaS or technology-driven industry is a plus

Personal values and beliefs:

• A strong sense of ownership, with the ability to work independently, take on a high level of responsibility, and a drive to make a meaningful impact
• A commitment to consistently raise standards by improving quality and efficiency in all aspects of work
• An independent, hands-on mindset with a \’never-stop-learning\‘ attitude and a desire to grow alongside the team
• A strong sense of accountability, taking initiative to see tasks through to completion and proactively addressing challenges

Benefits

• Gain invaluable insights into building a logistics tech start-up and enjoy the freedom to take ownership of your work in an autonomous environment that encourages and supports your growth.
• We foster a culture of openness, transparency, and trust, where everyone\’s ideas and opinions are valued and respected. All team members feel welcome and appreciated for who they are.
• We have a vibrant workspace designed to keep you motivated and inspired in the heart of Munich. Looking forward to seeing you here!
• If you\’re interested in working from home, we are open to discussing it to find a solution that works for everyone.
• At CONROO, we understand the importance of work-life balance. That\’s why we offer flexible hours and 30 days of workation to ensure that our team members can work at times that suit their individual needs and schedules.
• We love getting together as a team and making memories! Every quarter, we host fun team events, and once a year, we have an exciting off-site to build team spirit and bond with each other.

We\’d love to hear from you! Applying for the position is easy – just send us your resume and, optionally, a cover letter. If we think you might be a great fit, we\’ll set up an intro call so we can get to know each other better.

We can\’t wait to meet you and learn more about your experience and interests!