Public summary
Join a global leader in interactive audio platforms for children as a Support Technology Lead. You will own and drive the customer support technology ecosystem, focusing on Zendesk and AI automation to enhance service delivery. Collaborate cross-functionally to align technology strategy with customer happiness goals in an international team environment. Applications and communications are conducted in English; knowledge of German is not required.
Location and work setup
- Location
- Düsseldorf
- Remote status
- Remote
- German requirement signal
- No German Required Detected
- Detected job language
- English
Responsibilities
Lead and mentor support technology teams; manage Zendesk platform and integrations; define and execute technology roadmaps aligned with customer support objectives; oversee project lifecycles ensuring timely delivery; drive AI and automation adoption; improve support workflows and processes; collaborate across departments including IT, Engineering, and Product; manage change and training for new tools.
Qualifications
Minimum 5 years experience in technology implementation or platform ownership in customer support contexts, with at least 2 years in a lead role; hands-on advanced Zendesk experience and certification preferred; proven track record in support technology roadmaps and project delivery; strong analytical and communication skills in English; proactive problem solving; familiarity with AI and automation tools; experience with cross-functional teams. Knowledge of ITIL and experience in consumer goods or international support operations are pluses.