German Customer Support Manager

We are currently seeking an experienced German-speaking Customer Support Team Manager to oversee our German and Austrian Customer Support operations. This position offers the opportunity to lead a sizeable team of more than 40 Customer Support Agents while playing a key role in the ongoing development and success of the department.

The ideal candidate will be a hands-on people leader with a strong background in Customer Support, Customer Service, Contact Centre, Banking, Payments, Financial Services, iGaming, or similar regulated industries. Alongside leading and developing the team, you will be responsible for driving operational excellence, enhancing customer experience, and ensuring departmental objectives are achieved.

• Lead, motivate and develop a team of 40+ Customer Support Agents, fostering a high-performance and customer-focused culture.
• Manage daily operations, ensuring effective workforce planning, scheduling and resource allocation.
• Deliver regular coaching, mentoring and performance feedback to support employee development and engagement.
• Oversee service quality and ensure all customer interactions meet internal standards and regulatory requirements.
• Act as the main escalation point for complex customer queries and complaints.
• Analyse team performance metrics and identify opportunities to improve efficiency, productivity and customer satisfaction.
• Prepare management reports and provide insights on departmental performance and trends.
• Work closely with cross-functional teams to streamline processes and resolve operational challenges.
• Drive continuous improvement initiatives to enhance service delivery and operational effectiveness.
• Take ownership of departmental KPIs, ensuring targets and service levels are consistently met.
• Support employee performance management activities, including reviews, development plans, disciplinary procedures and workforce planning.
• Contribute to the overall operational strategy and success of the Customer Support function.

• Proven experience managing Customer Support, Customer Service or Contact Centre teams, ideally within Finance, Banking, Payments, iGaming or other regulated sectors.
• Previous responsibility for teams of 20+ employees, with experience managing larger operations considered a strong advantage.
• Fluent German (native level or C2 proficiency) and excellent English communication skills.
• Strong leadership skills with a track record of coaching, mentoring and developing high-performing teams.
• Hands-on experience with quality assurance, call monitoring, customer escalations and service improvement initiatives.
• Experience conducting performance reviews, managing underperformance and supporting disciplinary processes.
• Strong analytical skills with the ability to interpret KPIs, identify trends and make data-driven decisions.
• Comfortable using CRM platforms, reporting tools and Microsoft Office applications.
• Excellent organisational, problem-solving and stakeholder management skills.
• A proactive mindset with a passion for delivering exceptional customer experiences and operational excellence.