Hypercare Support Lead (m/f/d)

Position: Hypercare Support Lead (m/f/d)

TP, the world’s largest customer service company, is currently recruiting on behalf of its subsidiary, TP Infinity, for a Hypercare Support Lead (m/f/d) position.

This is an exciting opportunity to join an international and innovative environment, supporting large-scale customer experience and digital transformation projects during critical post-implementation phases. As part of TP Infinity, you will collaborate with experienced consultants, architects, and technical experts while playing a key role in ensuring successful platform adoption, operational excellence, and business continuity for global clients.

What You’ll Be Doing

• Provide daily operational support during post-go-live hypercare phases, ensuring platform stability, user adoption, and business continuity
• Manage and prioritize incidents related to workflow routing, case management, communication channels, AI-powered features, approvals, and user interfaces
• Diagnose and resolve user access issues, permission-related inconsistencies, and authentication or SSO-related challenges
• Monitor platform performance and identify early warning indicators such as SLA risks, backlog growth, workflow bottlenecks, and queue saturation
• Collaborate closely with solution architects, implementation consultants, and technical teams to implement fixes and configuration improvements
• Track incidents and support requests in a structured manner while maintaining clear communication with stakeholders
• Develop and maintain knowledge base content, troubleshooting documentation, platform tips, and user guides
• Deliver refresher training sessions, microlearning content, and ongoing user support when required
• Ensure a smooth transition from hypercare to steady-state operations by documenting processes and transferring knowledge to operational teams

What We Are Looking For

• 2–4 years of experience supporting enterprise SaaS applications, customer engagement platforms, or CCaaS solutions
• Strong analytical and troubleshooting skills with the ability to quickly diagnose and resolve complex workflow issues
• Experience supporting business users in fast-paced operational environments
• Excellent communication skills with the ability to engage both technical and non-technical stakeholders
• Strong customer service mindset and commitment to delivering high-quality support
• Ability to manage multiple priorities and perform effectively under pressure
• Excellent English language skills; German is considered an advantage

Technical Expertise

• Experience supporting customer service, case management, communication, workflow, and AI-powered platforms
• Ability to perform API testing, validate JSON payloads, and troubleshoot integration-related issues
• Understanding of routing logic, workflow automation, SLA management, and escalation processes
• Familiarity with user access management, permissions models, and authentication troubleshooting
• Ability to analyze audit logs, workflow logs, event traces, and system activity records
• Experience using Postman, browser developer tools, and other troubleshooting utilities
• Understanding of operational reporting, monitoring, and performance management concepts

Personal Skills

• Strong problem-solving and analytical abilities
• Excellent organizational and documentation skills
• Ability to remain calm and effective in high-pressure situations
• Strong stakeholder management and communication capabilities
• Proactive, solution-oriented, and customer-focused mindset
• Ability to work independently while collaborating effectively with cross-functional teams

Why Join?

• Work on innovative and international customer experience transformation projects
• Collaborate with experienced consultants, architects, developers, and industry experts
• Play a critical role in ensuring successful platform adoption and operational excellence
• Benefit from flexible working arrangements and remote work opportunities
• Work in a collaborative environment with flat hierarchies and short decision-making paths
• Competitive compensation and attractive employee benefits
• Continuous learning and career development opportunities within a global organization