Team Lead Customer Support Specialists (f/m/d)

OUR PURPOSE AT PLANCRAFT

Building the backbone of European trades together – with AI and voice-first software.
We’re not just building software – we’re on a mission to create space for contractors & tradespeople by equipping them with AI solutions that work the way they do: fast, practical, and voice-first. With Tier 1 Investors from Europe and the US, like Headline and Creandum as well as 20,000+ tradespeople as customer base, we’re scaling across Europe to turn scattered tradespeople into thriving communities. We believe in zero admin, not zero personality – and we build every feature with the people in mind who wear the boots, not the suits. We’re #stoked to shape the future, #together as a team, and #humble in our mission to support the builders of tomorrow.

YOUR MISSION AT PLANCRAFT

We are looking for a driven Team Lead Customer Support Specialists who will take our growing support team to the next level. In this role, you will not only lead and develop a team of talented specialists, but also help shape the future of customer support at plancraft through AI-driven processes, data-led decision-making, and world-class service delivery.
Your mission is to ensure that our Customer Support team operates as a scalable, AI-powered, high-quality service organisation that consistently delivers excellent customer experiences while developing our team members into advanced experts.

Your Responsibilities

• Lead, coach, and develop the Customer Support Specialists, guiding Juniors to Mid-Level and Mid-Level to Senior progression.
• Act as the first point of contact for escalations, operational questions, and complex cases.
• Monitor daily ticket queues to ensure timely assignment, prioritisation, and resolution according to SLAs and the FIFO principle.
• Actively handle a share of customer tickets, focusing on advanced or urgent cases.
• Oversee the rollout and optimisation of AI-powered first-level support with the goal of automating 50% of ticket resolution.
• Track, analyse, and act on key KPIs such as reachability, resolution times, backlog, and customer feedback.
• Manage workload distribution and scheduling to improve customer reachability from the current baseline to at least 60% in the first phase.
• Maintain and enhance the knowledge base, ensuring all customer-facing resources are accurate and up to date.
• Collaborate with the Head of Customer Success on strategy, KPI reviews, and performance improvements.
• Identify and close skill gaps through targeted training and coaching.
• Drive process improvements and identify additional opportunities to expand AI capabilities.

YOUR PROFILE

Must-haves

• Proven experience in a customer support leadership role (Team Lead or equivalent).
• Strong people management and coaching skills, with a track record of developing talent.
• Experience in customer support operations, including SLA management and KPI tracking.
• Data-driven decision-making mindset and analytical skills.
• Ability to manage high ticket volumes and prioritise effectively under pressure.
• Hands-on problem-solving skills for complex, escalated cases.
• You’re curious to explore how AI can support your work and eager to grow your skills with our support.
• Strong written and verbal communication skills in English (B2) and German (C2).
• Based in our Hamburg with openness for regular office presence or open for regular traveling (min. twice per month) to our HQ in Hamburg.

Nice-to-haves

• Experience scaling support teams in a high-growth SaaS environment.
• Knowledge of AI-powered support tools and automation workflows.
• Familiarity with customer support platforms such as Zendesk, Freshdesk, or Intercom.
• Previous experience in B2B software support.
• Proficiency in analytics or BI tools (e.g., Looker, Power BI).

WHY PLANCRAFT?

• Team Spirit : We’re driven by passion, commitment, and a shared mission. Team spirit matters to us — and we make it visible: with three major team events per year, two casual monthly formats at our Hamburg HQ, and a strong recognition culture where we regularly celebrate both the big and small wins together.
• Ownership : You’re encouraged to take ownership from day one. In a flat hierarchy and high-trust environment, you’re empowered to make meaningful decisions and drive real impact.
• Learning & Growth : We invest in your personal and professional development through a strong feedback culture, a personal learning budget, and targeted enablement formats. Our goal is to help you unlock your full potential.
• AI Enablement : Our internal tools and workflows are AI-enabled by design. We support every team and individual in applying AI at the next level in their daily work, including getting your own ChatGPT+ license, of course.
• Tech & Tooling : You’ll receive a MacBook, premium over-ear headphones, and everything else you need — from hardware to tools — to be effective in your daily doing.
• Flexibility : Whether remote, hybrid, or on-site — you work where you’re at your best. Our Hamburg office at Rödingsmarkt (with a rooftop terrace) is always open, and you decide each week how often you come in. Some roles even allow for fully remote setups. And if you need a change of scenery, working abroad is always an option.
• Recharge : To ensure the needed rest, we offer 30 vacation days per year (based on a 5-day week) and Dec 24th off. We also subsidize your Urban Sports Club membership and organize internal sport meetups.
• Mobility : You can lease a "JobRad" (Bike) and get a subsidized "Deutschlandticket" or "BahnCard" for public transport to be supported in your commute.
• International Environment : We’re becoming more international every month, with team members already in Italy, France, the Netherlands, and Austria — which is why English is our internal company language.

About us

We’re #stoked to shape the future, #together as a team, and #humble in our mission to support the builders of tomorrow. For a first impression of us, take a look at our Instagram and LinkedIn page .

Diversity makes us better.
We welcome people of all backgrounds, identities, abilities, and experiences, and we believe that different perspectives lead to better ideas, stronger products, and a healthier workplace. If you’re excited about our mission but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway. You might be exactly who we’re looking for.

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On the application process
We want your candidate experience with us to be smooth, transparent, and enjoyable. We aim to get back to you regarding your application within 5 business days. Our interview process typically takes about 4 weeks from start to finish, though this may vary by role. You can learn more about our process here . If you need adjustments or flexibility at any stage, please don’t hesitate to let us know — we’ll do our best to make it work for you. Note on creating a test account:
If you would like to create a test account as part of the challenge, please enter "Applicant" in the relevant field during registration and select "Other" under Trade. This ensures that our sales team does not mistakenly register you as a craft business and reach out to you unnecessarily.