Team Lead Product Operations Support

3 days ago

Athens, Attica, Greece Engel & Völkers Full time €40,000 - €60,000 per year

About Engel & Völkers Technology

Engel & Völkers is one of the world's leading service companies in the real estate sector. Our Product & Technology team of over 150 engineers, designers, and product experts develops industry-leading digital platforms — including our tailor-made CRM system and customer-facing website — serving thousands of real estate professionals and customers worldwide. Our Athens Tech Hub plays a central role in driving innovation and operational excellence across our global technology landscape.

About the Role

As Team Lead Product Operations Support, you will oversee our product support operations in the Athens Tech Hub. Reporting to the Product Operations Lead, you will manage a small team dedicated to ticket triage, bug reporting, and support process improvements, working closely with Product Managers in Hamburg and our IT Support team in Hamburg. You will ensure smooth collaboration across departments, maintain service quality, and continuously improve our support workflows while coaching your team for success.

Your Responsibilities
  • Lead and develop the Product Operations Support team in Athens (team size: 3–5 members)
  • Act as the bridge between Product Management, QA, and IT Support, aligning priorities and processes
  • Oversee the support pipeline, including ticket triage, bug logging, and escalation handling in Jira & Fresh Service
  • Ensure SLA adherence, documentation quality, and stakeholder communication
  • Drive continuous improvement of support processes, KPIs (e.g., ticket turnaround times, backlog health), and tools
  • Provide coaching and performance feedback to team members
  • Collaborate on release readiness, configuration requests, and staging/production issue tracking
  • Travel occasionally within the EU as needed (valid passport required)

Your Profile
  • 5+ years of experience in product operations, IT support, or similar roles, with at least 1–2 years in a leadership capacity
  • Experience in SaaS, prop-tech, or enterprise software environments is a plus
  • Excellent English skills (spoken and written); German is an advantage
  • Proficiency in ticketing and documentation systems (Jira, Fresh Service preferred)
  • Strong organizational and stakeholder management skills
  • Leadership qualities: coaching, conflict resolution, and cross-functional alignment
  • Onsite work in Athens Office is required for a minimum of 4 days per week (out of a 5 days work week) 
  • Used to work in a fast-paced, international environment

What We Offer
  • Experience the excitement of a startup atmosphere within a global organization:
  • Competitive salary and benefits package (e.g., private health insurance, training budget)
  • Personal responsibility and creative freedom
  • Clear career path with opportunities for advancement in Product Operations or Product Management
  • Work in a dynamic, international team with direct exposure to global product initiatives

Ready to Apply?

Don't miss this opportunity to join a fast-growing international tech environment. Apply now and help us digitize the real estate world

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