Support Team Lead

Our Guiding Stars are the values at the heart of our organization that drive everything we do. We are committed to creating meaningful change not only in our industry but also in the communities we engage with. If our Guiding Stars resonate with you, we encourage you to consider joining our team.
- **Drive Results**: We think big, work smart, and execute fast to transform the future of commerce
- **Cultivate Belonging**: We welcome diverse backgrounds and experiences, driving positive change through inclusion and teamwork
- **Champion Customers**: We go the extra mile for our customers to help them unlock their full potential
- **Adapt Boldly**: We're curious and innovative, we take risks and grow from our failures

**The opportunity**:
We help our customers' developers and specialists at every stage of their journey — from initially setting up a working store to scaling and optimizing their mission-critical e-commerce apps, IoT solutions, and web stores.

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

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

**Responsibilities**:

- 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.

**Tasks & Duties**:

- 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.

**_We care about your growth and well-being_**

**Competitive Compensation Package**:Generous compensation structure consisting of salary, a competitive stock option package, and various benefits and perks
- **️ Workation**:Work up to 60 days per year in a country different from your home country, with 20 working days per trip

**Learning & Development Budget**

**Academy**:Regular training sessions, access to Coursera and Babbel training courses

**Our Benefits**:Check them out_ _here_
- ️ **Flexibility**: Morning person or night owl? We believe in outcome and motivated employees

**Mindset & Growth**:A diverse workplace with an open, international culture, and learning environment

**_ Come grow with us_**

We are all different and that is what makes us stronger We hire great people from a **wide variety of backgrounds**, not just because it's the right thing to do, but because it makes our company better.

At commercetools, we are proud to be an equal opportunity workplace. We are committed to fair hiring practices regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal