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
How to Apply
If this opportunity sounds like the right fit for you, we would love to hear from you.
Please apply by clicking the button below.
Only shortlisted candidates will be contacted.
