Role Description We're looking for a Customer Support Team Lead (m/f/x) for our Europe team who combines strong people leadership with a passion for continuous improvement. This role is ideal for someone who already has some leadership or coaching experience in customer support and is ready to take the next step in shaping how a team operates, develops, and delivers great customer experiences. While experience is important, we're equally interested in someone who brings fresh ideas and isn't afraid to challenge the status quo. We value leaders who ask questions, identify opportunities, and proactively drive positive change rather than simply maintaining existing processes. Success in this role isn't just measured by queue metrics. It's measured by the growth of your team, the improvements you drive, the problems you solve, and your ability to make the customer experience better than it was yesterday. If you're looking for an environment where you can have a real impact, contribute ideas, and help shape the future of Customer Support and gaming, we'd love to hear from you. - Lead, coach, and develop a team of Customer Support Agents - Monitor performance, quality, and customer experience metrics - Support day-to-day operations and help the team navigate complex customer situations - Partner with other departments to improve processes and customer outcomes - Identify operational inefficiencies and propose practical solutions - Utilize AI tooling to boost the team’s impact - Help shape the future of our support organization through continuous improvement initiatives Qualifications - Previous experience in Customer Support, ideally within a leadership, coaching, or senior support role - Experience in technical troubleshooting, escalations, and difficult conversations with customers, with a strong plus for gaming/game server hosting environments - Strong communication and people-management skills - A willingness to challenge assumptions and advocate for improvements - Comfort working in a fast-paced environment where priorities can evolve quickly - A proactive mindset and a desire to take ownership rather than wait for direction - Fluency in English, German is a plus - An interest in gaming, server hosting, technology, or online communities is a strong plus Benefits - Gaming at Heart: We provide free Nitrado Game Servers for gamers and a welcoming community for anyone who wants to feel at home, even if you're not a gamer. - Flexible working hours: Tailor your work hours to your personal needs for a better work-life balance. - Remote work: Our agile teams collaborate seamlessly from their preferred location, whether in our modern offices in Karlsruhe or Berlin or fully remote. - Work from Abroad: Extend your workspace beyond national borders with our support for remote work from abroad. - Mental Health: We support your mental well-being with our annual Mental Health Day. - Physical Health: Our office infrastructure provides state-of-the-art workspaces with ergonomic design. - Professional Development: Utilize training opportunities to develop and stay current with your skills. - Company Pension Plan: We support your financial security for the future with an attractive contribution. - Working Environment: You'll experience a respectful and friendly workplace culture. - Vacation and Paid Time Off: Enjoy 30 days of vacation and additional paid leave for special occasions. - International Collaboration: As an international company, we successfully overcome time zones and language barriers. - Social Activities: Strengthen your commitment and team cohesion through team-building events. - Long-Term Stability: With over two decades of experience, we are a reliable employer for our employees. - Get together: Work hard, play hard - We come together twice a year for our company celebrations. - Modern Workspaces: Our office infrastructure offers state-of-the-art workspaces with ergonomic design. - Corporate Culture and Values: You become part of a positive corporate culture that embraces values such as diversity and inclusion.

Role Description We're looking for a Customer Service Representative with logistics experience to serve as the primary point of contact between assigned clients and warehouse operations at a New Jersey-based 3PL provider. You will own one to two client accounts, manage order flow from receipt through delivery, coordinate shipment routing, and handle all client communication with accuracy and speed. This role requires someone who already understands how shipments work end to end. You are not being taught the fundamentals. You are expected to hit the ground running with a solid grasp of order processing, shipping documentation, retailer compliance requirements, and warehouse coordination. Qualifications - Experience in a 3PL, freight forwarding, warehousing, supply chain, or import and export environment - Hands-on experience with U.S. retailer routing and compliance requirements including big-box retailers such as Walmart, Wayfair, Home Depot, or similar - Strong understanding of order processing workflows and shipping documentation including BOLs, labels, and routing guides - Familiarity with warehouse management systems - Strong written English: the majority of this role is email-based communication and documentation accuracy is critical - High attention to detail and a process-driven approach to managing multiple workflows simultaneously - Comfortable working in a Windows-based environment with VPN and remote desktop access - Availability to work EST business hours Requirements - Spanish language proficiency (Nice to Have) - Experience working directly with importers or consumer goods companies (Nice to Have) - Background managing client accounts independently in a 3PL or fulfillment environment (Nice to Have) Benefits - You will be paid in USD (bi-monthly: every 15th and 30th) - Paid Time Off in accordance with company policy - Observance of Holidays per company guidelines - 100% remote setup so you can work wherever you're most productive - Own your accounts directly with clear responsibilities and minimal oversight - Join a relationship-driven 3PL where operational accuracy and responsiveness are the competitive advantage Application Process Overview Our comprehensive selection process ensures we find the right fit for both you and our clients: - Initial Application - Submit your application and complete our prequalifying questions - Video Introduction - Record a video introduction to showcase your communication skills and work experience - Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable) - Recruitment Interview - Initial screening with our talent team - Executive Interview - Meet with senior leadership to discuss role alignment - Client Interview - Final interview with the client team you'd be supporting - Background & Reference Check - Professional reference verification - Job Offer - Successful candidates receive a formal offer to join the team Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.

• Reach out to courts on individual orders and general court status updates, including answering questions and resolving issues related to existing orders. • Communicate accurately and professionally through remote voice calls and emails with a positive service attitude while interacting with court personnel, attorneys, and other clients. • Work in Skye (in-house application) to process documents, add informative updates / notes and other data entry tasks with a high degree of accuracy. • Manage consistent in/outgoing phone calls to assist Courts and customers with questions, as well as managing calls from courts & customers. • Relay relevant, updated information from Courts to our process servers and customers as appropriate. • Collaborate with team members to find root causes and process inefficiencies that happen as a document makes its way to and from court. • Navigate & understand court dockets to understand how they communicate case documents and statuses, as well as downloading documents directly + importing into internal application as needed. • Perform other job-related duties as assigned.

• Reach out to courts on individual orders and general court status updates, including answering questions and resolving issues related to existing orders. • Communicate accurately and professionally through remote voice calls and emails with a positive service attitude while interacting with court personnel, attorneys, and other clients. • Work in Skye (in-house application) to process documents, add informative updates / notes and other data entry tasks with a high degree of accuracy. • Manage consistent in/outgoing phone calls to assist Courts and customers with questions, as well as managing calls from courts & customers. • Relay relevant, updated information from Courts to our process servers and customers as appropriate. • Collaborate with team members to find root causes and process inefficiencies that happen as a document makes its way to and from court. • Navigate & understand court dockets to understand how they communicate case documents and statuses, as well as downloading documents directly + importing into internal application as needed. • Perform other job-related duties as assigned.