Support Team Lead

The opportunity

Commercetools’ Support team is the key point of contact for our customers, as they build innovative commerce applications using modern technologies.

We help our customers’ developers and specialists at every stage of their journey — from initially setting up a working store to scaling and optimizing their mission-critical e-commerce apps, IoT solutions, and web stores.

Our team works cross-functionally with platform development teams, customer success managers, and other internal stakeholders to ensure our customers' needs are addressed and they feel confident building their business on the commercetools SaaS platform.

As our Support Team Lead, you will work closely with support engineers and the Head of Support and play a key role in the performance, leadership, and evolution of the global support organization.

Responsibilities

• Supervise and guide day-to-day support activities by structuring, planning, and prioritizing tasks across the team.
• Participate hands-on in team activities, developing a deep understanding of one or more products the team supports.
• Lead with empathy: actively listen, support team members, and foster a psychologically safe and inclusive team culture.
• Plan for team growth in alignment with support leadership (e.g., goals, workload distribution, and hiring).
• Guide team initiatives and projects, helping to remove blockers and ensuring continuous progress.
• Handle escalated support situations and coordinate responses to complex customer issues in collaboration with other internal teams.
• Participate in customer-facing meetings, especially in escalated or high-impact situations, acting as a trusted point of contact and ensuring the customer feels heard and supported.
• Contribute to conflict resolution and proactively create an environment that reduces friction and builds collaboration.
• Provide strategic context and clarity to the team — connecting daily work with broader business goals and the company vision.
• Act as a liaison between the team and the rest of the organization to ensure alignment and two-way communication.

Tasks & Duties

• Organize and manage team logistics including on-call schedules, team availability, and vacation approvals.
• Take part in defining, tracking, and reporting on KPIs and metrics that reflect the performance and impact of the team.
• Own team-level reporting, providing visibility on project statuses, workloads, escalations, and progress toward goals.
• Align team objectives with company and support vision, ensuring team members understand their impact.
• Foster a feedback-rich culture through regular 1:1s and structured development conversations.
• Ensure balanced and effective workload distribution; communicate staffing or capacity concerns to leadership.
• Coach and mentor team members in both technical growth and soft skills development.
• Support knowledge sharing across regions and teams to ensure a consistent and high-quality customer experience.
• Collaborate with other team leads and functions to continuously improve processes, tooling, and documentation.