Team Lead Customer Support & Sales (m/f/d)

You turn our support into a team that retains and wins customers

Every day, website operators, online shops, and agencies contact eRecht24: via ticket, by phone, with questions about tariffs, invoices, and legal texts. Behind many of these inquiries is more than just a support case: an upgrade that helps, a cancellation that can be averted, an agency managing twenty client projects on the smallest tariff.

We are looking for an experienced person to lead our customer support team, make operations stable and measurable, and gradually build it into customer consulting with a sales perspective. You lead, you plan, and you are on the phone yourself.

Who we are and where we stand

eRecht24 is Germany's largest platform for legal security on the web: Impressum Generator, Data Protection Generator, Website Scanner, and many other tools, free in the freemium area and fully functional in eRecht24 PREMIUM (Basic, Business, Enterprise).

The company has grown rapidly in just a few years and is currently professionalizing: new roles in Marketing, Product, and Data, a data warehouse, clearer processes. The support department has the tools, a modern ticketing system, and a fully functional telephone system. Support now serves the entire corporate group. What's missing is leadership to make it a robust system.

Your responsibilities

Leading the team and managing operations

• You will lead the Customer Support team both professionally and disciplinarily, onboard and develop employees.

• You will plan shifts, vacations, and cover and ensure that we are reachable and inquiries are processed promptly.

• You will analyze contact volume, processing times, and capacity, identify bottlenecks early, and justify when we need more people.

Quality, processes, and systems

• You will establish service, quality, and documentation standards, conversation guides, and key performance indicators.

• You will evaluate our support and telephony systems, recommend improvements, and manage approved system changes, including migration.

Building customer consulting and sales

• You will expand telephone consulting: inbound and outbound, product and tariff advice, support with tariff changes, upselling that truly fits the need.

• Winning back customers: You will win back canceled and inactive customers, understand why they left, and develop suitable offers with marketing.

• You will retain customers and prevent cancellations, especially with Business and Enterprise customers and agencies.

• You will feed back customer insights: Who are our best customers, what do they need, what are their pain points? Together with Marketing and Product, you will sharpen our picture of the ideal customer.

This is how your time will be distributed: approximately 40% operational customer contact, a good portion of which will be on the phone, 30% leadership and capacity management, 30% processes, telephony, and systems. During the onboarding phase, the operational share will be higher.

Your first few months

• Months 1 to 3: Get to know products, tariffs, and customer concerns, take over the team, stabilize availability, analyze capacities and bottlenecks.

• Months 3 to 6: Establish quality standards and KPIs, build structured telephone consulting, evaluate systems, derive personnel and process needs.

• Afterwards: Further develop consulting and sales, build reporting, standardize and make processes scalable.

What you should bring

• Several years of experience in customer support, customer success, inside sales, or contact centers, ideally with a SaaS or subscription provider

• Experience as a leader of a support, service, or inside sales team, including shift and capacity planning

• You have experience with inbound and outbound telephony yourself and enjoy talking on the phone: listen first, then advise

• You recognize buying signals and objections and handle both confidently, without a discount as the first reflex

• Proficient with ticketing and telephony systems; ideally, you have already selected, implemented, or migrated a system

• You work with KPIs and can logically justify personnel requirements

• Structured, reliable, decisive in day-to-day business

• German at C2 level, written and spoken. You will advise our customers on the phone in German

• Bonus: Experience in building a service or consulting area, with retention and win-back strategies, with agencies as customers, familiarity with website law or data protection

A specific degree is not necessary. The decisive factors are leadership experience, build-up competence, and the desire to pitch in yourself.

Why the role is worthwhile

• Real scope for design: You decide on shift planning, priorities, standards, guidelines, and onboarding.

• Tools are available: Ticketing system, telephone system, data warehouse. You don't have to start from scratch but build a system from what's there.

• Visible impact: Every saved cancellation, every suitable upgrade is measurable and visible.

• Short distances: You report directly to the Head of Marketing and work closely with Marketing, Product, and IT.

Framework conditions

• Full-time

• Hybrid in Berlin, at least three days per week on-site

• Operational involvement during our support hours from 9 AM to 4 PM

• Professional and disciplinary leadership responsibility

Sounds like you?

Then let's talk: a 15-minute getting-to-know-you, a one-hour technical interview, then the team and a short role-play from our daily routine.

We don't need a cover letter. Instead, briefly answer three questions in your application:

1. Which team did you last lead (size, task), and what did you change there first?

2. Which customer did you last win back or prevent from canceling, and how?

3. How much time do you currently spend on the phone with customers yourself?

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