Leading a High-Performance Support Team

Our organization is driven by core values that shape every aspect of our operations. We are dedicated to creating meaningful impact not only in our industry but also within the communities we engage with.

• Drive Results: We foster a culture of innovation, working efficiently to transform the future of commerce
• Cultivate Belonging: We welcome diverse backgrounds and experiences, promoting positive change through inclusion and collaboration
• Champion Customers: We go above and beyond for our customers to empower them in achieving their full potential
• Adapt Boldly: We cultivate curiosity and innovation, embracing risks and learning from our failures

The Support team at commercetools serves as the primary point of contact for our customers as they build innovative commerce applications using modern technologies.

We provide comprehensive support to our customers' developers and specialists throughout their journey – from setting up a functional store to scaling and optimizing their mission-critical e-commerce apps, IoT solutions, and web stores.

Our team collaborates cross-functionally with platform development teams, customer success managers, and other internal stakeholders to ensure our customers' needs are met and they feel confident building their business on our SaaS platform.

As the Support Team Lead, you will work closely with support engineers and the Head of Support to play a key role in the performance, leadership, and evolution of the global support organization.

• Supervise and guide day-to-day support activities by structuring, planning, and prioritizing tasks across the team.
• Participate hands-on in team activities, developing a deep understanding of one or more products the team supports.
• Lead with empathy: actively listen, support team members, and foster a psychologically safe and inclusive team culture.
• Plan for team growth in alignment with support leadership (e.g., goals, workload distribution, and hiring).
• Guide team initiatives and projects, helping to remove blockers and ensuring continuous progress.
• Handle escalated support situations and coordinate responses to complex customer issues in collaboration with other internal teams.
• Participate in customer-facing meetings, especially in escalated or high-impact situations, acting as a trusted point of contact and ensuring the customer feels heard and supported.
• Contribute to conflict resolution and proactively create an environment that reduces friction and builds collaboration.
• Provide strategic context and clarity to the team – connecting daily work with broader business goals and the company vision.
• Act as a liaison between the team and the rest of the organization to ensure alignment and two-way communication.

• Organize and manage team logistics including on-call schedules, team availability, and vacation approvals.
• Take part in defining, tracking, and reporting on KPIs and metrics that reflect the performance and impact of the team.
• Own team-level reporting, providing visibility on project statuses, workloads, escalations, and progress toward goals.
• Align team objectives with company and support vision, ensuring team members understand their impact.
• Foster a feedback-rich culture through regular 1:1s and structured development conversations.
• Ensure balanced and effective workload distribution; communicate staffing or capacity concerns to leadership.
• Coach and mentor team members in both technical growth and soft skills development.
• Support knowledge sharing across regions and teams to ensure a consistent and high-quality customer experience.
• Collaborate with other team leads and functions to continuously improve processes, tooling, and documentation.

What We Offer:

• Competitive Compensation Package: A generous compensation structure consisting of salary, a competitive stock option package, and various benefits and perks.
• Workation: Up to 60 days per year to work in a country different from your home country, with 20 working days per trip.
• Academy: Regular training sessions, access to Coursera and Babbel training courses.
• Flexibility: The freedom to work when most productive, whether morning or night.
• Mindset & Growth: A diverse workplace with an open, international culture and a focus on continuous learning.

Come Grow with Us

Our organization celebrates diversity and believes it makes us stronger. We hire talented individuals from a wide range of backgrounds, not just because it's the right thing to do, but because it enhances our company.

At commercetools, we are proud to be an equal opportunity workplace. We strive for fair hiring practices regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.