Team Lead Customer Support

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Your mission

What You’ll Do:

Leadership & Coaching

• Mentor and guide a hybrid/remote team of 15+ engineers across Empirum, Silverback, Egosecure, and Fastviewer.
• Provide daily support, feedback, and career development to help your team to excel.
• Foster a culture of continuous learning, aligning with Matrix42’s values and strategic goals.

Operational Excellence

• Oversee day-to-day operations, ensuring timely ticket resolution and adherence to best practices.
• Act as the first escalation point for critical customer and internal issues.

Process & Innovation

• Identify and implement efficiency improvements, leveraging automation and data-driven decisions.
• Maintain and enhance knowledge bases and documentation to empower the team.
• Work closely with R&D, Cloud, and Support teams to align on product updates and customer needs.
• Ensure smooth operations and clear communication.
• Ensure team members are informed of the best practices and new initiatives.
• Organize in-person meetups to ensure seamless collaboration.

Your profile

What you bring:

• Customer-obsessed mindset – You’re passionate about delivering top-tier support.
• Proven leadership skills – You love coaching teams and driving performance.
• Strong technical understanding – Experience in ITSM, endpoint management, or security is a plus.
• Process improvement expertise – You optimize workflows for scalability and efficiency.
• \“Make It Happen\“ attitude – You thrive in a dynamic, fast-paced environment.
• Fluency in German & English (written & spoken) – Additional languages are a bonus

Why us?

• Flexible Work – Hybrid (Germany or Romania)
• Growth Opportunities – Lead a multicultural team of 15+ engineers (based in Germany & Austria) and shape the future of SUEM.
• Collaborative Culture – Regular team meetups, transparent communication, and R&D collaboration.
• Impact-Driven Work – Your leadership directly enhances customer satisfaction and product success.

Ready to Lead the Future of Client Management?

If you’re excited to lead, innovate, and elevate customer support, we’d love to hear from you! Apply now and help us build the next generation of SUEM solutions. Matrix42 – The European Choice of Service Management.

We could tell you about the free breakfast, the drinks in the fridge, and the 30 vacation days. Or that flexible hours and remote work are part of the deal. But honestly? That’s just standard. Here’s what makes working with us in Frankfurt extra special:

• Work from (almost) anywhere – Take your job with you on a workation and get inspired by new places.
• Time for growth – A career framework to support your professional and personal growth with up to 6 extra days off per year for your development.
• Social Day – One paid day per year to give back: volunteer, support a cause, or attend an environmental event.
• Bike leasing – Stay fit and sustainable. We’ll handle the contract and insurance.
• Pick your perk – Choose the benefit that fits your life best: fitness membership, public transport pass, retirement plan, or a monthly bonus.
• Hybrid work is a natural part of how we operate, but we also believe in the power of coming together. That’s why we regularly connect in the office – whenever it makes sense.
• Dog Friendly Office- Bring your furry coworker along. Just make sure they don\’t steal anyone’s lunch.
• And that’s just the beginning. Ask us what else is waiting for you!

Your contact person

Send us your application, in English, including your salary requirements and earliest possible starting date, directly through our online portal. If you have any questions, please do not hesitate to contact Diane Djongoue.

We ask for your understanding that MATRIX42 can only accept applications online via the applicant portal in connection with our applicant management system due to the currently valid EU data protection regulations.

About us

Our ambition is to be the European choice in service management!

By using our platform, customers can manage IT and business processes, assets, endpoints, and identities for improved productivity, agility, security, and employee experience. By enabling digital working environments and IT self-service through holistic integration and automated processes, we digitalize and automate our customers\‘ everyday tasks. Join our diverse team of 600 professionals spread across Europe.

Our culture is built on strong values (We love customers, Make it happen, Better every day, With respect), with customer success as our top priority. We support your personal and professional growth, helping you reach your full potential through personalized goals. Join us on a journey where you can thrive in both your career and life.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Software Development

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