Support Desk Manager (SaaS) / Team Lead

Job Description

We are looking for a skilled Support Desk Manager (SaaS) / Team Lead (m/f/d) to join our team onsite in Hamburg or remotely within the EU.

Our Tech Department is the heart of SCAYLE, driven by the passion to develop the best infrastructure & applications. You will work on high-scalable products on a cloud-based infrastructure and collaborate with developers who constantly challenge themselves to raise the bar of what is “state of the art” technology. As the Support Desk Manager, you will play a pivotal role in managing and guiding our core investigation team. You will be responsible for building and leading a first-line support team while also providing second-level support to our customers. 

Challenges the team will be working on:

• Continuously upgrading customer support to align with emerging tech trends and evolving customer needs.

• Building and maintaining a skilled, cohesive, and adaptable support team in a dynamic e-commerce landscape.

What you will do:

• You'll be in charge of the main team that figures out tough problems, making sure they solve them well and quickly.

• Help customers with more complicated issues, giving them great service and solutions.

• Set up and lead a team that helps customers first, creating rules and ways to make sure they get good help fast.

• Make sure the whole support team is doing a great job, following our rules, and keeping our customers happy.

• Work with other teams at Scayle to make our support even better and keep our customers smiling.

• Use your skills in tech support to come up with new and better ways to solve problems and make things better.

Who you are:

• You have a track record of leading teams in customer support or service, especially in a SaaS (Software as a Service) environment.

• Experience in setting up and managing a customer support team.

• Strong technical skills with direct experience in providing tech support.

• Excellent at solving problems, especially when it comes to complex issues from customers.

• Great at communicating and building strong relationships with team members.

• Currently in a leadership role, overseeing a team of engineers.

Additional Information

Benefits

• Grow together with one of the fastest growing eCommerce companies in Europe

• Flexible working times

• 40% discount on our online shop

• Fresh fruits + drinks everywhere

• Language courses (German & English)

• Free sports courses & reduced price for gym membership

• Subsidized public transportation ticket

• Free choice of hardware and operating system (Mac, Windows, Linux) also for private usage

• State-of-the-art tech stack running on AWS

• Modern office in the city center of Hamburg

• International working environment and English as company language

• Company flats (subject to availability)

• Agile work environment (MOVE) and cross-functional teams

• Free access to Germany’s greatest developer conference code.talks

• Company pension scheme

• Help in relocation and VISA process

*Please find free fruits, drinks and coffee in our lovely Hamburg Office / HQ

YOU ARE THE CORE OF ABOUT YOU.  We take responsibility for creating an inclusive and exceptional environment where all genders, nationalities and ethnicities feel welcomed and accepted exactly as they are. We believe that a diverse workforce essentially contributes to the ABOUT YOU culture. In order to maintain talent and diversity, we emphasize the care for physical health, mental health and overall well-being. Our values and work ethics essentially contribute to our brand mission: empower acceptance and shape an inclusive, fair and circular fashion culture.  

We are looking forward to receiving your application – preferably via our online application portal! Thus, we can ensure a faster process and for you it is very easy to upload your application documents.