Team Lead Support (2nd & 3rd Level) (m/f/d)

Company: SIDES (SimplyDelivery GmbH) Location: Berlin Type: On-site Category: Customer Service

Your mission

As the Team Lead Support (2nd & 3rd Level), you will play a key role in ensuring technical excellence and operational reliability across SIDES' product ecosystem. You will lead a team of experienced technical specialists, act as the escalation point for complex cases, and serve as the link between Customer Support, DevOps, and Product Engineering. This role combines leadership, hands-on technical expertise, and process ownership to deliver outstanding customer experiences and system stability.

Key Responsibilities:

Team Leadership & Development

• Lead, mentor, and develop the 2nd & 3rd Level Support team, fostering ownership, expertise, and customer focus.
• Contribute to onboarding and continuous training initiatives within the Support department.

Technical Escalation & Incident Management

• Oversee the resolution of complex technical issues, including API, integration, and backend-related incidents.
• Manage the full incident lifecycle: prioritization, communication, root-cause analysis, and post-mortem reviews.
• Serve as escalation contact for key enterprise customers in collaboration with Customer Success and Account Management.

Cross-Functional Collaboration

• Ensure smooth cooperation and knowledge transfer between 1st, 2nd, and 3rd Level Support.
• Work closely with Product, QA, and DevOps teams to identify recurring issues and drive product stability improvements.
• Monitor critical system alerts and coordinate timely resolutions with internal stakeholders.
• Maintain and enhance AI-driven automations, such as:
  • Automated ticket classification & routing
  • AI-based CRM data cleaning
  • Automated report generation
  • Contract data extraction & validation
  • Forecasting, anomaly detection & alerts
  • Support the development of an internal AI Enablement Framework.

Process Optimization & Reporting

• Track and report key performance metrics such as SLA compliance, backlog trends, and customer impact.
• Maintain and expand internal documentation, runbooks, and troubleshooting guides.
• Support the continuous improvement of support workflows, escalation procedures, and communication standards.

Your profile

Experience

• 3+ years of experience in technical or application support, ideally within SaaS, POS, or IT service environments.
• Proven leadership experience or a strong ambition to grow into a team lead role.

Technical Skills

• Strong understanding of APIs, databases, and network infrastructure, paired with hands-on troubleshooting expertise.
• Experience with support and collaboration tools such as Zoho Desk, Jira, Confluence, and AWS environments.

Soft Skills

• Analytical, structured, and solution-oriented mindset.
• Excellent communication and stakeholder management abilities.
• Fluent in both German and English (written and spoken).

Perks & Benefits

What you can expect from us:

• A recipe for success: With over a decade of experience in the gastronomy and delivery industry, SIDES is known as a true specialist in this field. Join a leading player and help shape the future of the market.
• Ownership & impact: We give you the space to bring in your ideas, grow your strengths, and take real responsibility. You'll work independently while being supported by a strong and collaborative team.
• High-quality work setup: Modern hardware, ergonomic workstations, and a professional office environment ensure you can do your best work.
• Hungry for growth: Continuous learning matters to us. Through regular feedback cycles, we actively support your personal and professional development.
• A positive workplace culture: Enjoy a welcoming atmosphere, a trusting team culture, and our well-connected office in the heart of Berlin (Südkreuz).
• Workplace Environment Perks:
  • Central office location in Berlin
  • Regular office and team events
  • Snacks and drinks in the office
  • SIDES Library
  • Dog-friendly workplace
  • Onboarding lunch to help you settle in and connect with the team
• Your Benefits:
  • €50 monthly benefit allowance - your choice:
    * JobRad
    * Deutschlandticket
    * Company pension scheme (bAV)
    * Wellhub
  • Urban Sports Club: Discounted membership with access to fitness, classes, and wellness activities.
  • Instahelp: Professional mental health support, available whenever you need it.
  • Babbel: Free access to Babbel for flexible language learning.
  • INCENT & Corporate Benefits: Attractive employee discounts and exclusive partner offers.
  • Hybrid work: A mix of office and home office, depending on your role and team.
  • Flexible working hours: Working hours that fit your daily life and offer real flexibility.
  • December 24th & 31st off: Fully off without deducting vacation days.
  • Company events: Our annual highlights - the SIDES Summer Party and our Christmas Get-together. Sounds exactly like what you were looking for? Then we look forward to receiving your meaningful application, including your salary expectations and earliest start date.

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