Team Lead Technical Customer Operations (all genders)

Job Description

The Role

As the Technical Customer Operations Team Lead, you will be responsible for supervising and managing our Technical Customer Operations (TCO) team, guide them professionally and disciplinarily, and ensure they follow TCO standards and processes. You will also monitor quality, track KPIs, and control operational and cloud services for our products. We are looking for an organized and solution-oriented leader with great communication and project management skills.

What you'll do

• Lead and manage the TCO team, conduct employee interviews and development plans, and create a positive team culture.
• Recruit, train, and educate TCO employees to build a high-performing team with updated skills.
• Define, document, and improve TCO guidelines, standards, and processes based on best practices and feedback.
• Monitor and report TCO KPIs to senior management, showing team performance and service delivery.
• Controlling of Operational Services like technical installation of all LucaNet components and other technical services directly or indirectly related to LucaNet

What you bring to the table

• Proven experience in a senior-level technical service or customer operations role, demonstrating expertise in TCO tasks and responsibilities.
• Strong leadership skills with experience in managing and developing a team, conducting performance reviews, and fostering a collaborative work environment.
• Experienced in recruiting and selecting high-performing team members.
• Knowledgeable and proficient in project management and task prioritization.
• Excellent communicator and stakeholder manager at all levels.
• Organized, structured, detail-oriented, and proactive problem-solver.
• Analytical and data-driven decision-maker and improvement driver.
• Fluent in both German and English

Perks at work

• LucaFlex – We acknowledge that every individual has different working styles and preferences. Our flexible working model allows you to plan your working hours and location according to your needs and professional responsibilities. ·
• Work from abroad – Sometimes a change of scenery can boost creativity and productivity, you can work up to 90 workdays outside your home country.
• Sabbatical – Take the time you need for personal pursuits, family time, travel, or any other activities that suit you with our sabbatical options. Team spirit – We value teamwork and celebrate our achievements,we take any opportunity to get together, learn together, and cherish our successes together.
• Learning & Development – We encourage you to shape your own development with the support of dedicated time, resources, and budget provided by us.
• Paid volunteer time – As a company we want to give back and support you in taking the time to do some good, individually or as a team.
• Health & Wellbeing – Your overall wellbeing is important to us, which is why we offer tailored health and wellbeing programs, including company-wide initiatives, subsidies for sports activities, mental health support, and counseling through our external partners. Generous leave policy – We encourage you to take time off to relax, travel, and recharge.
• LucaNet.Engage – Our feedback process is designed tosupport your personal and professional development in a targeted manner through regular dialogue.
• Compensation & Company pension plan – We are committed to fair pay and supporting you for your future by offering a company pension plan and/or pension allowances. · JobRad – Find your dream bike, with financial support from us.Discounts – Enjoy a whole bunch of discounts from our external corporate benefits partners.

Powered by uniqueness

At LucaNet, we celebrate diversity and embrace the unique qualities of every individual. We are dedicated to creating an inclusive workplace where all employees can thrive and feel valued. Regardless of your gender identity, sexual orientation, personal expression, racial identity, ethnicity, religious belief, or disability statuses, you are welcome at LucaNet just as you are. Our recruitment process is solely based on qualifications, merit, and organizational needs, ensuring fairness and equal opportunities for all candidates.
We recognize that every individual brings a unique blend of skills and experiences. If you believe you’ll excel in this role, we want to hear from you – even if you don’t check every box on the list. We only want to know whhy you’re great for this role, so please avoid including your picture, age, and marital status in your CV

Learn more about our culture and D&I journey