Lead Technical Customer Support

• 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

• 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
• Fluent German and English speaking and writing

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

• 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.