Team Leader Technical Customer Operations

Posted Apr 14

THE POSITION

As a Technical Customer Operations Team Lead, you are responsible for leading our Technical Customer Operations (TCO) team, leading it technically and disciplinarily and ensuring that TCO standards and processes are adhered to. In addition, you are responsible for quality assurance, compliance with KPIs and control of operational and cloud services for our products. We are looking for an organized and solution-oriented leader with excellent communication and project management skills.

THIS IS WHAT AWAITS YOU
  • Technical and disciplinary responsibility for the Technical Customer Operations (TCO) team 
  • Management of employees, e.g. regular employee appraisals, employee development plans, etc.
  • Recruiting (applicant selection, conducting telephone and job interviews)
  • Responsible for the training and further education program for TCO employees
  • Definition and documentation of TCO implementation guidelines, standards and processes and their continuous improvement
  • Monitor compliance with quality criteria related to TCO implementation policies, standards and processes
  • Definition and monitoring of TCO KPIs
  • Control of operational services such as technical installation of all LucaNet components and other technical services that are directly or indirectly related to LucaNet
THIS IS WHAT YOU BRING WITH YOU
  • Many years of experience in a managerial position in the area of ​​technical support or customer support, proven knowledge of the relevant tasks and responsibilities in the TCO area
  • Strong leadership skills with experience leading and developing a team, conducting performance reviews and fostering a collaborative work environment.
  • Experience recruiting and selecting high-performing team members
  • Knowledge of project management and task prioritization
  • Excellent communication skills and ability to interact with stakeholders at all levels
  • Organized, structured, detail-oriented way of working
  • Analytical and data-driven approach
  • Fluent in German and English
BENEFITS
  • LucaFlex – We enable you to determine your working hours and location according to your needs
  • Mobile Work – Simply getting outside can increase creativity and productivity. And sometimes it's just time for a break. That's why we offer you the opportunity to work mobile, sometimes across Europe, or to take a sabbatical.
  • Team Spirit – We work as a team and like to party as a team and therefore enjoy coming together to learn, work on projects and celebrate.
  • Learning & Development – ​​Always Growing is one of our values ​​and part of our core understanding, so we give you the time, space and budget to learn and develop.
  • Charity Time – With our Charity Time you can use the hours of a working day for social projects, whether alone or in a team, you decide.
  • Health & Wellbeing – With our “Health” offers you stay fit and productive and get the support you need.
  • LucaNet.Engage – With our employee development process, we specifically support your personal and professional development
  • Company Pension Plan – With our company pension plan, we will also support you for the future.
  • JobRad – With our JobRad partnership you can easily lease your dream bike from us.
  • Staff Discounts – Thanks to our Corporate Benefits Partner, you can receive a whole range of discounts for different areas.
POWERED BY UNIQUENESS

Everyone here is different and we like that. At LucaNet, we thrive on the uniqueness of our employees and are committed to creating an inclusive working environment in which everyone can develop and feel respected. The more voices represented in our company, the more we will all thrive, contribute and be forward-thinking.

That's why we want to assess candidates based only on qualifications, merit and business needs. At LucaNet you are welcome as you are, regardless of your gender identity, sexual orientation, personal expression, racial identity, ethnicity, religion and disability.

People don't fit into boxes, we know that. If you think you're a great fit for this role, even if you don't cover all the bases, we really want to get to know you and find out why you're right for the role. Please avoid including your photo, age and marital status in your CV.

Learn more about our culture and our D&I journey

ABOUT US

LucaNet develops financial management software under the motto simply intelligent . As experts in Financial Performance Management (FPM), we simplify our customers' consolidated financial statements, financial planning, analysis and reporting. Over 3,500 customers in more than 50 countries trust our easy-to-use complete solution.