Team Lead Customer Service - Backoffice & Billing Support (m/f/d)

Who we are: With several hundred thousand servers in operation, Hetzner is one of the largest web hosting providers and data center operators in Europe. We provide our customers with high‑tech products we develop in house, and with reliable infrastructure at fair prices. More than 500 Hetzner employees work every day to help shape the digital future and provide our customers with simple, efficient solutions to complex problems. Are you ready to lead and develop customer service teams and shape the quality of processes? Then we look forward to getting to know you! Your responsibilities: Lead and manage two customer service teams (Billing Support and Back Office) – use your skills in both customer service and in managing teams Oversee day‑to‑day operations and ensure a consistently high level of service Analyze key service metrics and find actionable insights and improvements Optimize processes and interfaces in close collaboration with other teams (such as Product Management, Finance) Further develop knowledge bases, guidelines, and service processes Ensure professional, solution‑oriented, and friendly communications with customers at all times What impresses us: Completed commercial or customer service training, a background in business administration, or a comparable qualification Proven experience in leading teams, either as an expert in customer service and/or as a manager Several years of professional experience in first‑level customer service, support, or billing environments A structured, analytical, and solution‑driven work style Excellent German and good English communication skills, both written and spoken The work environment at Hetzner: At Hetzner Online, your tasks will be exciting, challenging, and varied. Our corporate philosophy emphasizes personal interaction, efficient decision‑making processes, and a strong DIY mentality. In addition to numerous social benefits, flexible working hours (where feasible), and opportunities for both professional and personal development, we can offer you an attractive salary. Benefits: 6 weeks of vacation and time off in lieu for 100% of overtime worked Free resources for your projects Option to work remotely up to two days per week Family support up to €100 per child Barbecues, game nights, team events – we celebrate together €800 donation budget per year for your favorite project Generous annual profit sharing based on the company's success Do you have any questions? Feel free to reach out to us at View email address on click.appcast.io or call our contact person for this position. #J-18808-Ljbffr Hetzner Online