Global Teamlead Customer Care (m/f/*)
Full-time

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Start: immediately

Ubimax, the leader in industrial augmented reality-based wearable computing solutions, has set itself the goal of connecting people with and through technology. Since 2014, our multi-award-winning solutions have been optimizing work processes across the entire corporate value chain across industries worldwide. At Ubimax, we share the vision to revolutionize enterprise processes through wearable computing and augmented reality. In our team, people around the world are working to develop innovative solutions to follow our shared vision. We are a rapidly growing company looking for personalities who share our passion for wearables and innovation.

Your responsibilities:

  • Lead a global and growing team of 4 Support Engineers
  • Assess eventual new hiring needs & recruit potential new team members
  • Organize regular team training sessions to keep knowledge up-to-date
  • Optimize/Maintain the ticketing and phone system
  • Guard the process to hand-over knowledge efficiently
  • Report performance based on pre-defined KPIs
  • Conceptualize and implement continuous process and optimization initiatives
  • Be the main point of contact for customers for platform incidents, maintenance, configurations, functional questions
  • Provide 2nd line functional/operational support
  • Troubleshoot and investigate problems to identify the root cause
  • Ensuring a timely resolution for elevated tickets by 3rd line support
  • Handle customer complaints / provide appropriate solutions and alternatives
  • Support the testing of new platform Releases
  • Documentation: Maintain a Support knowledge repository

Your profile:

  • Bachelor's or master’s degree in Computer Science, Information Systems or a comparable relevant scientific degree
  • Strong troubleshooting/problem solving skills. Ability to read logs to identify issues and their root causes.
  • Proven team leadership skills and, ideally, experience in leading “remote” team members
  • High service mentality and understanding of customer requirements
  • Drive to take a on a mission-critical leadership position within an exciting and growing organization and industry.
  • Strong communication and language skills in German and English (ideally also in other major languages)

We offer:

  • Innovative and varied topics with plenty of room for creativity, inventiveness and independent work
  • Exciting projects in cooperation with customers and partners in Germany and abroad
  • Flexible working hours and flat hierarchies
  • Broad topic mix of software, hardware and consulting
  • Working in an international team of AR and Wearable Computing experts
  • Cultural diversity: 17 nations, 15 spoken languages, individual careers
  • Good opportunities for personal development in the fast-growing business environment
  • Open Space Office with real trees, hammock and kicker table at Bremer Europahafen
  • Benefits such as Company Fitness, Amazon/Zalando vouchers, lunch contribution and job ticket
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