Customer Support Team Lead – German speaker

About the role:

We are looking for an experienced Team Lead – Legal Content Operations to lead, coach and support a team responsible for reviewing and processing online content in line with applicable policies and legal requirements.

The project focuses on notice-and-takedown activities related to potentially unlawful online content, including copyright infringement. The team assesses requests and determines whether content should be blocked, removed, restricted or reinstated based on established procedures.

In this role, you will be responsible for developing a high-performing team, supporting day-to-day operations and ensuring consistent delivery against quality, productivity and turnaround-time expectations

Your responsibilities:

• Lead, motivate and coach team members to support individual development and team performance.

• Set clear expectations and monitor performance against agreed operational targets.

• Conduct regular one-to-one and team coaching sessions.

• Identify development and training needs and support the delivery of relevant learning programmes.

• Create an effective, collaborative and performance-oriented team environment.

• Support the team in managing complex cases, operational challenges and escalations.

• Ensure that internal procedures, client requirements and quality standards are consistently followed.

• Adapt team priorities and ways of working when workflows, policies or business requirements change.

• Manage conflicts constructively and support the resolution of employee-related issues.

• Communicate operational updates, risks and performance-related information clearly to relevant stakeholders.

• Collaborate with different levels of management and contribute to continuous process improvement initiatives.

• Support the delivery of excellent customer service while maintaining high standards of quality, integrity and professionalism.

• Prioritise multiple operational requirements and ensure effective execution in a fast-paced environment

What you bring:

• A university degree in any field; a quality-related background would be considered an advantage.

• 3 to 6 years of experience in customer service, service operations or technical support environments.

• German speaker at least C1

• Previous experience in team coordination, people leadership or performance management.

• Proven ability to build effective teams and support employee development.

• Strong coaching, mentoring and talent-development capabilities.

• Experience identifying training needs and supporting learning initiatives.

• Excellent written and verbal communication skills in English.

• Clear and professional communication, including the ability to interact effectively with different management levels.

• Strong organisational, prioritisation and multitasking skills.

• A structured, detail-oriented approach to problem-solving.

• Strong conflict-management skills.

• Familiarity with project management principles.

• General understanding of business process improvement methodologies.

• Understanding of operational policies and procedures.

• Experience delivering training in a classroom or structured learning environment would be an advantage.

• A high level of personal and professional integrity