Team Lead Customer Care
About the job
- Lead empathetically, listen actively, and support team wellbeing while fostering an environment aligned with HERO's values.
- Maintain high quality standards and provide strong customer solutions.
- Understand effective customer service and multichannel support, and deploy the team to help customers effectively.
- Lead by example, take ownership of daily operations, and personally assist with complex cases or high ticket volumes.
- Use data, customer-care metrics, and customer satisfaction measures to identify and implement improvements.
- Bring knowledge of CRM systems, artificial intelligence use, and digital tools, and identify automation opportunities while preserving human contact.
- Attend quarterly meetings with the full Customer Care team at the Hanover office.
- Lead an eight-person Customer Care team and set clear priorities for daily operations.
- Combine two service areas into one team with clear responsibilities and shared standards.
- Manage operational support across the hotline, chatbot, and email channels, ensuring requests are handled efficiently, empathetically, and to a high standard.
- Coach and develop the team, provide regular feedback, and foster collaboration, accountability, and transparent communication.
- Set and uphold customer service quality standards and ensure customers receive reliable, solution-oriented support.
- Handle support queues or phone calls directly when needed, including complex cases, de-escalation, and periods of high backlog.
- Monitor team performance and customer satisfaction, develop actions from the results, and advance appropriate use of artificial intelligence and automation in the department.
- Manage performance using customer-care key performance indicators such as customer satisfaction and first-contact resolution.
About the company
HERO Software provides a cloud-based SaaS platform that serves SMEs in the skilled trades in the DACH region as an operating system for contractor businesses. It centralizes end-to-end workflows from initial customer contact and quotes to on-site work, invoicing, and final payment, with modules for project management, invoicing, scheduling, time tracking, document management, and employee management accessible on both office desks and construction sites. The product is tailored to trades, functioning like an integrated ERP for field-service operations, and its roadmap includes more financial features and third-party integrations. Its goal is to help trades businesses increase project throughput and improve operating margins by digitizing core workflows and expanding market presence, supported by a €40 million Series B funding.
Company Size
201-500
Company Stage
Series B
Total Funding
$54.2M
Headquarters
Hanover, Germany
Founded
2020
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Simplify's Take
What believers are saying
- HERO reported 40,000+ users in August 2026, up from 20,000 in 2024.
- Partnerships with Make, Solar Monkey, and Batinfo expand automation and solar workflows.
- Revelio Labs tracked 241 employees in March 2026, signaling aggressive hiring.
What critics are saying
- Krafteq markets perpetual licenses in September 2026, undercutting HERO’s subscription pricing.
- HERO Wallet ties growth to embedded-finance execution, payments compliance, and Swan reliability.
- If embedded-finance and expansion fail, HERO becomes a niche DACH vendor.
What makes HERO Software unique
- HERO’s DACH-first workflow spans quoting, scheduling, invoicing, and DATEV-friendly bookkeeping for trades.
- The 2026 HERO Wallet launch adds payments and reconciliation inside one system.
- HERO’s narrow focus on plumbing, electrical, PV, and carpentry sharpens product fit.
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Benefits
- Flexible Work Hours
- Remote Work Options
- Paid Vacation
- Commuter Benefits
- Wellness Program
- Mental Health Support
- Health Insurance
- Professional Development Budget
- Company Social Events
- Gym Membership