Technical Support Team Manager (m/f/d)

VoCoVo specialises in innovative communication solutions tailored for businesses, particularly within the retail sector. Our flagship products are designed to create a connected store experience, facilitating seamless communication among retail staff to enhance efficiency and elevate customer service. We empower teams to collaborate effortlessly and achieve their retail goals.

With over 250,000 users across more than 10,000 locations in 21+ countries, and recognition as one of the top 100 best small-to-medium size businesses to work for, join us on our journey!

Please note, to apply for this position you must be based in Germany and have the legal right to work in Germany.

This is a hybrid role, including one in-person day each week at our Düsseldorf location.

Role Overview

We’re seeking a Technical Support Team Manager (m/f/d) to lead our technical support team and help them thrive. In this role, you’ll balance workloads, maintain SLAs, and ensure our customers consistently receive an excellent experience. You’ll also act as the key point of contact for complex issues, support your team’s development, and help refine processes as we continue to improve and scale.

What we're looking for

• Experience in technical customer support or operations, ideally leading a technical team

• Confident managing a team to deliver SLAs and excellent customer service

• Comfortable using productivity tools and reporting dashboards (HubSpot, WorkForce, or similar) to track performance

• Experience supporting your team through coaching, 1:1s, and handling underperformance constructively

• Able to act as a supportive escalation point for customer-impacting issues

• Familiarity with technical systems, IT processes, or retail/telephony tech is a plus

• A continuous improvement mindset, always looking for ways to make processes smoother and the team more effective

• Great communicator who enjoys collaborating with colleagues across teams

• Skilled at producing clear, reports and dashboards for leadership

• Passionate about delivering a best-in-class customer experience while keeping the team motivated and engaged

What you'll do

• As a Technical Support Team Manager (m/f/d) you will lead and support the team day-to-day, helping everyone stay productive and feel valued

• Motivate the team to achieve SLAs and goals, celebrating wins and making success visible

• Be the go-to person for escalations, ensuring issues are resolved quickly and lessons are shared

• Track performance using dashboards and data, spotting opportunities to improve

• Work closely with other teams to provide cross functional support

• Help the team deliver excellent customer experiences, including some out-of-hours support when needed

• Drive small improvements every day to make the team more efficient and effective

• Support your team’s growth and development, making sure everyone feels empowered to succeed

Salary

Salary range: €80,000 - €90,000 per year

Benefits

• 28 days holiday per year

• Company organised events

• Training & development opportunities

• Apple MacBook, Wireless Magic Mouse and Keyboard, monitor and headphones

Diversity and Inclusion

At VoCoVo, we are dedicated to fostering a diverse and inclusive workplace where everyone feels valued, respected, and empowered to thrive. We welcome applications from individuals of all backgrounds and experiences. Our commitment is to create an environment that champions equity, innovation, and collaboration, ensuring all team members can flourish. Join us in shaping the future together.

We are also committed to ensuring an inclusive recruitment process, so please let us know if you need any reasonable adjustments at any stage.

Company Values

Embracing VoCoVo's 'VOICE' Values is important to us, shaping our collaborative and innovative culture.

VALUED

Our Colleagues, Customers, and Stakeholders are valued; treated with respect, empathy, and operate with honesty and integrity

ONE TEAM

Collaboration of all for VoCoVo’s happiness and success

INNOVATION

Our products are constantly evolving to tackle the pain points of retailers across the globe

CUSTOMER FOCUSED

Our customers love VoCoVo at every level, every interaction with us is frictionless, and we are integral to their operations

EMPOWERED

Our people are empowered to do the right thing and make decisions without loads of red tape

If you feel this could be the right fit, apply now! Applications close on 4 January. We’ll be back reviewing applications from 5 January.