Lead Technical Customer Support (German-speaking)

About Userlane:
Userlane is an award-winning Digital Adoption Platform that empowers organizations to understand and improve the value of their technology investments. Working with some of the world's most recognizable enterprises, Userlane identifies and eliminates adoption barriers across software applications. The Userlane Adoption Suite helps enterprises deliver employees and customers a more engaging, rewarding, and productive software experience while realizing the full value of their software investments.

If you want to drive meaningful change for employees and employers alongside some of the most talented and dynamic people you’ve worked with, Userlane might be the perfect place for you.

About the role

As a Team Lead Customer Support, you will combine hands-on client delivery with the leadership of a small, dedicated team of two Solution Experts. You will be instrumental in upholding service excellence for top global brands leveraging Userlane, both by guiding clients through implementation and support yourself, and by enabling your team to do the same at the highest standard. Together, you'll help clients maximize software utilization, drive adoption and efficiency, and realize genuine value.

Your mission:
• Lead and develop a team of two Solution Experts, providing guidance, coaching, and regular feedback to ensure high performance and professional growth

• Actively manage your own client portfolio, leading technical implementations, onboarding, and configuration to meet requirements

• Act as a senior point of contact for enterprise customers in pre- and post-sales engagements, stepping in on complex or escalated matters

• Ensure completion of deliverables across the team, managing schedules, meeting milestones, and ensuring technical success

• Conduct and oversee comprehensive training sessions for clients on product usage

• Provide ongoing technical support and troubleshooting via phone, email, or in-person

• Proactively identify process improvements and streamline customer support workflows across the team

• Maintain accurate documentation of client interactions, implementation details, and support activities, and ensure consistent standards within the team

Your profile:
• You have 3–5 years of experience in product implementation, technical consulting, or tech support in the SaaS industry, with first leadership or mentoring experience

• Bachelor's degree in Science, Engineering, Telecommunications or Electro-Technical education on the local Master or certified Technician level

• Proven experience in implementation consulting, project management, or customer support, ideally with exposure to managing or coordinating small teams

• Strong technical aptitude for software applications and systems troubleshooting

• A natural ability to motivate, guide, and develop team members

• Exceptional interpersonal skills for effective client and stakeholder communication

• Ability to manage multiple projects and priorities across your own and your team's workload

• Flexibility for occasional travel to client meetings or training sessions

• Experience with HTML and user authentication (SSO/SAML/2FA) is a plus

• Fluent German and English speaking and writing

What's in for you:
• Team & Culture: A high-performance culture with world-class leadership and a fun, engaged, motivated, and diverse team with people from over 20 countries

• Market: Userlane is among the global leaders in the young and rapidly growing Digital Adoption industry

• Growth: We take you and your development seriously. Take over responsibility from day one and have a real impact. In addition, we offer regular in-house training on diverse topics

• Benefits: We offer flexible benefits related to Savings and Security, Health and well-being, and Lifestyle and Leisure

• Flexibility & Workplace: We offer a flexible hybrid setup that gives you the freedom to work from home, collaborate in our beautiful Munich office, or work remotely from abroad upon agreement with your manager — while staying closely connected to your team.