EGYM is seeking an experienced Team Lead to head the B2B Customer Support team for hardware products in Munich. You will lead a 9-person team, own service quality, and drive performance KPIs. You will serve as the main point of contact for internal and external stakeholders (Order Management, Field Service, Customer Success, and Product) to resolve customer technical issues quickly and effectively. You will collaborate with Product, Sales and Customer Success to analyze and optimize cross-departmental processes. You will empower your direct reports to handle cases independently and maintain a knowledge base for fast problem solving. Requirements: 2–3 years of leadership experience with remote teams (8–10 people) and 3+ years in a high-volume support environment with strong troubleshooting of hardware and software issues; escalation management; excellent analytical and organizational abilities; knowledge management experience; proficiency with CRM and ticketing tools such as Salesforce, Intercom or Jira; fluent in German and English; additional languages are a plus. Location: Munich, Germany. Work arrangement: hybrid (up to 3 days in the office). Training goals for the first six months: full ownership of day-to-day operations in Customer Support and achievement of KPIs such as First Contact Resolution, Time to Solution, and CSAT; team development; and cross-organizational collaboration. Perks and culture include 30 vacation days, flexible hours, a hybrid work model, access to the company gym and Wellpass, a monthly 60 EUR transit/meal stipend, bike leasing, a pension plan, e

EGYM is seeking an experienced Team Lead to head the B2B Customer Support team for hardware products in Munich. You will lead a 9-person team, own service quality, and drive performance KPIs. You will serve as the main point of contact for internal and external stakeholders (Order Management, Field Service, Customer Success, and Product) to resolve customer technical issues quickly and effectively. You will collaborate with Product, Sales and Customer Success to analyze and optimize cross-departmental processes. You will empower your direct reports to handle cases independently and maintain a knowledge base for fast problem solving. Requirements: 2–3 years of leadership experience with remote teams (8–10 people) and 3+ years in a high-volume support environment with strong troubleshooting of hardware and software issues; escalation management; excellent analytical and organizational abilities; knowledge management experience; proficiency with CRM and ticketing tools such as Salesforce, Intercom or Jira; fluent in German and English; additional languages are a plus. Location: Munich, Germany. Work arrangement: hybrid (up to 3 days in the office). Training goals for the first six months: full ownership of day-to-day operations in Customer Support and achievement of KPIs such as First Contact Resolution, Time to Solution, and CSAT; team development; and cross-organizational collaboration. Perks and culture include 30 vacation days, flexible hours, a hybrid work model, access to the company gym and Wellpass, a monthly 60 EUR transit/meal stipend, bike leasing, a pension plan, e