Team Lead Tax Support

The Role

The Team Lead – Tax Support is responsible for driving excellence in customer support related to the use of tax-focused software solutions. By building a high-performing team and ensuring robust business processes, the role delivers outstanding service quality and consistently high customer satisfaction. The Team Lead operates with a strategic business mindset, fostering continuous improvement and innovation in tax support delivery.

What you'll do

• Provide team guidance for the Tax Support group, fostering a culture of collaboration, accountability, and high performance. 
• Conduct regular performance and development conversations (Engage Talks: Set-Up, Catch-Up, On-Ramp, etc.), driving team member and team growth. 
• Oversee talent acquisition, including candidate selection, job interviews, onboarding and offboarding processes.
• Support employee development through tools such as the Talent Matrix and orchestrate comprehensive training programs for new and existing staff.
• Plan and manage staff scheduling, including shift planning, to ensure optimal resource allocation for business needs.
• Define, refine, and approve workflows and support processes specific to tax support, ensuring efficient and consistent case processing aligned with business goals.
• Establish and maintain high service and case quality standards, with a sharp focus on Service Level Agreement (SLA) fulfillment and process excellence.
• Differentiate clearly the responsibilities and services of the tax support team from consulting and customer success functions to streamline operations and clarify deliverables.
• Leverage the ticket system (Salesforce, Service Cloud) for case management, monitoring, and reporting; ensure support consultants receive thorough tool training.
• Continuously monitor, measure, and report on team KPIs, eNPS and SLA performance, using data to drive improvements in service and workflow efficiency.
• Coordinate incident and problem management for the tax support function, collaborating proactively with other teams to resolve complex issues.
• Facilitate process training and maintain organizational readiness, ensuring the team is prepared for business growth and evolving requirements.
• Represent the team at internal and customer-facing events, such as Team Events, Offsites, Customer Days, and Growth Day, promoting business alignment and engagement.
• Contribute constructively to departmental goals and participate in strategic planning and change initiatives as required. 

What you bring to the table

• Completed apprenticeship or university degree with a specialization in business administration and a minimum of 5 years of relevant professional experience. 
• Proven team coordination experience, preferably in a team or project lead capacity within a customer support or tax-related environment.
• Expert knowledge of business management topics including tax law, tax compliance, and the management of tax processes.
• Solid understanding of the preparation of consolidated financial statements and tax-related regulatory frameworks.
• German language proficiency (minimum C1) and strong English communication skills (minimum B2 level).
• Advanced proficiency with MS Office applications, particularly Excel and Outlook, and experience in staff training and development.
• Outstanding communication and interpersonal skills, with a high degree of service orientation and customer focus.
• Demonstrated self-direction, initiative, and a proactive approach to problem-solving and process improvement.
• Exceptional organizational skills, structured work habits, and a clear sense of responsibility and accountability.
• High level of empathy, adaptability, and the ability to serve as a strong role model and business partner within the organization.
• Strong commitment to continuous learning and professional development, with a passion for delivering business value through tax support excellence. 

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Perks at work

• LucaFlex – We acknowledge that every individual has different working styles and preferences. Our flexible working model allows you to plan your working hours and location according to your needs and professional responsibilities.
• Work from Abroad – Sometimes a change of scenery can boost creativity and productivity, you can work up to 90 workdays outside your home country with the support from our partner Workflex.
• Sabbatical – Take the time you need for personal pursuits, family time, travel, or any other activities that suit you with our sabbatical options. 
• Team Spirit – We value teamwork and celebrate our achievements. That’s why we take many opportunities to get together, learn together, and cherish our successes together.
• Learning & Development – We encourage you to shape your own development with the support of dedicated time, resources, and budget provided by us.
• LucaNet Engage – Our feedback process is designed to support your personal and professional development in a targeted manner through regular dialogue.
• LucaNet Do Good– As a company we want to give back and support you in taking the time to do some good, individually or as a team, with paid volunteer time.
• Health & Wellbeing – Your overall wellbeing is important to us, which is why we offer tailored health and wellbeing programs, including company-wide initiatives, subsidies for sports activities, mental health support, and counseling through our external partners. 
• Generous leave policy – We encourage you to take time off to relax, travel, and recharge.
• Compensation & Company Pension Plan – We are committed to equal pay and supporting you for your future by offering a company pension plan and/or pension allowances.
• JobRad – Find your dream bike, with financial support from us.
• Discounts – Enjoy a whole bunch of discounts from our external corporate benefits partner. 

Powered by uniqueness

Everybody’s different here and we like it that way. At Lucanet, we embrace the unique qualities of every person. We are dedicated to creating an inclusive workplace where all employees can thrive and feel valued. Regardless of your gender identity, sexual orientation, personal expression, racial identity, ethnicity, religious belief, or disability statuses, you are welcome at Lucanet just as you are. Our recruitment process is solely based on qualifications, merit, and organizational needs, ensuring fairness and equal opportunities for all candidates. 

We recognize that every person brings a unique blend of skills and experiences. If you believe you will excel in this role, we want to hear from you – even if you do not check every box on the list. We only want to know why you are great for this role, so please avoid including your picture, age, and marital status in your CV.

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