Team Lead Customer Support - Europe all genders

What is Primal State

Hey we are Primal State a young fastgrowing health & well aging company from Berlin. Glow25 is now another very successful brand in the Primal family a collagen company that is setting new standards in the well aging market. We have made it our mission to give people a vital and invigorating start to the day with highquality nutritional supplements.

We may be a little biased but we think were really fun to work with. We are a remotefirst team (our team members are currently spread all over Germany) for whom it is important to build deep bonds with each other despite the physical distance and above all to have a lot of fun at work.

And now you come into play! We are continuing to grow strongly and are looking for emphatic smart and valuedriven colleagues who can support us with their knowledge and their very own personality. We have big plans and want you to give your best!

This is where we need your support:

As the Team Lead Customer Support Europe (all genders) you ensure the very best customer experience for the French Benelux Spanish and Italian market. You are responsible for 6 support agents and work closely with the Customer Support Team Lead DACH and the Head of Global Support & Customer Experience.

Your main tasks will be:

• Lead and manage the customer support team including hiring training and performance evaluation.
• Responsibility for monitoring and ensuring a high standard of quality across the support team meeting SLAs and ensuring customer satisfaction.
• Develop and implement effective support processes and policies to efficiently handle customer requests and provide solutions.
• Prioritize and escalate complex customer issues to appropriate internal teams.
• Optimizing the product and service offering through active collaboration with other departments.
• Monitoring and analyzing support metrics and key performance indicators to identify opportunities for improvement and implement measures to improve performance.
• Identifying trends and patterns in customer data to derive improvements and actions.

You have the following experience:

• You have 2 years of management experience in international customer support or customer success teams.
• You have already worked in a fastgrowing and changing environment.
• You are well versed with Zendesk (or similar ticket systems) Google Sheets Asana and Slack.
• You are familiar with quality assurance and process improvement methods such as Lean (six sigma) or COPC.
• You have excellent communication skills in English written and verbal. Additional languages are a plus (DE NL ES IT PL and others).

Thats something you can look forward to:

• Flexible working hours in a remotefirst company (within Germany).
• Unlimited access to cuttingedge courses on tech business leadership and mental/physical wellbeing through your Udemy account.
• Topnotch equipment which we rent through Grover and have conveniently delivered to your home.
• A whopping 40% discount on our entire range in the store.
• 30 days vacation the option to take up to 10 days unpaid leave because sometimes you need a little time off.
• Company health insurance that includes reimbursement of additional benefits worth 600 euros per year (e.g. for visual aids dental cleaning etc.).
• Once you have passed your probationary period we offer you a company pension plan with an annual allowance of at least 600 euros. And heres the thing: if you also pay into the pension yourself youll get another 20% on top.
• We dont want to brag but we think a score of 4.8 is impressive. We love the fact that our employees are so happy with us and think its something that should be shared!

Yay! Youve made it this far!

If youre still reading now theres a good chance were a match. But theres one more thing on our minds:
Dare to apply especially if youre from an underrepresented demographic. Even if you cant tick all the boxes we encourage you to apply anyway. We believe that a colorful diversity of perspectives and experiences makes a team stronger and the stronger our team is the better we can achieve our mission of helping people to have more energy in their everyday lives.