Job
In this role, you lead a team, analyze ticket data for process improvements, develop automations, and support the transition from Freshdesk to HubSpot to ensure efficient and personalized support.
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Job technologies
Your role in the team
- You lead a team of around 10 colleagues and turn ticket data into clear decisions.
- You build the standards that keep our support fast and personal, even as volume grows: through processes, a knowledge base, and automation—not overtime.
- You report directly to the department head.
- You provide both technical and disciplinary leadership to your team, with weekly 1:1s, honest feedback, and clear development paths.
- The goal is for your team to resolve cases independently.
- You cluster raw ticketing data, identify root causes, and derive actions for the team, processes, and product.
- You’ll shape our migration from Freshdesk to HubSpot Service Hub.
- With our automation colleagues, you reduce repetitive work, for example through AI-powered ticket classification and Make.com workflows.
- You describe problems so precisely that Product, Tech, and Field Service can resolve them quickly.
- When a key account customer escalates an issue, you’re on the phone. You separate facts from assumptions and keep management clearly informed in a timely manner.
Our expectations of you
Qualifications
- You have at least 1 year of disciplinary leadership experience managing a support or service team that handles tickets directly.
- A B2C background is welcome.
- You have implemented processes, SLAs, or a knowledge base yourself.
- You managed your team using metrics such as resolution time, SLA compliance, and backlog.
- You identify patterns in raw data from ticket exports, spreadsheets, or BI tools and make data-driven arguments.
- You don’t have to code, but you want to understand exactly how a system works.
- You describe bugs in a way that enables the tech team to understand them immediately.
- German at C1 level or higher, English at least B2.
- Even in escalations, you remain calm, empathetic, and clear, including on the phone.
- When volume increases, your first question is, “How can we automate this?”.
Experience
- Overall, you have at least 3 years of experience in support at a tech company (SaaS, platform, or hardware).
- A poor customer experience that we caused doesn’t leave you indifferent.
- Experience with HubSpot Service Hub, Freshdesk, or Zendesk; Make.com or AI-powered ticket workflows; Italian or French (B2+); and experience in mobility or IoT.
What we offer
- 40 hours per week (based on trust).
- Work-from-home policy: 3 days in the office / 2 days remote.
- Permanent employment contract.
- Work location: Munich.
- Team size: currently being built.
- For clearly defined escalation cases, there is a structured, predictable and compensated on-call arrangement within the framework of legal requirements—no shift work or continuous duty.
Benefits
Health, fitness & fun
Work-Life-Integration
Topics you will work on
Job locations
About your employer
Peter Park System GmbH, based in Munich, provides a digital platform for barrier-free parking management. The company utilizes AI-driven technologies to centrally manage parking spaces and integrate flexible payment options. With a focus on mobility solutions, it transforms traditional parking systems through modular IoT solutions.
- Startup
- Hybrid, Onsite
- Internet, IT, Telecommunication
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