Team Lead – Technical Support 2nd Level (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!

 

JOB INFO
Full-Time
IT & Technology
Professional Level
Simon Willecke
Ansbach, Germany

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 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
  • You are passionate about solving problems and helping others to find solutions

 

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 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 create and maintain organisational processes, structures, and tools that facilitate tracking key operational metrics and reporting on them (like SLA fulfillment)
  • You support the team with major incident cases
  • You act as an ally to the product organisation 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
  • 27 vacation days per year that increase up to 30 days, volunteering time off and several sabbatical options after 2 years
  • We’ll help you commute to the office with zero emissions: through a rented company bike or by charging you electric car at our e-charging station
  • Access to additional German or English classes to improve your language skills
  • Visa support for our foreign employees 
  • A variety of health offers to support your well-being, as well as free beverages and fruits

 

apply now

Akzeptierte Datentypen: pdf – maximale Dateigröße 10 MB
Akzeptierte Datentypen: pdf – maximale Dateigröße 10 MB
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We look forward
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