Chat Lead

Overview

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

• In your role as Chat Lead for Deal Support Topics, you manage and empower your external teams (of approx. 30 members) to succeed by embracing our support strategy and ensuring focus on our goals. You use empathy and business acumen to raise support performance and business impact. To succeed in this role, you will balance your energy and attention along three main areas: Team Leadership, Stakeholder & Vendor Management, and Support Performance along our objectives.
• Contributing to the team strategy, managing capacity, and refining processes for best-in-class chat execution and business contribution
• Overseeing the different contractual engagement - on an activity level for temp staff (in Prague) and on a managed service level for other regions. Ensuring compliance (shift management, recruitment, performance management, labor legislation, etc.) toward flawless execution
• Monitor shared team KPIs and provide feedback and escalate issues as needed within your team and the BASE organization
• Maintain strong relationships with staffing agencies and vendors, ensuring clear communication regarding expectations, contracts, and service level agreements.
• Coordinate onboarding and training of new external hires to ensure seamless integration into existing workflows.
• Being a change agent who removes barriers by analyzing and presenting our users’ and teams’ needs with a solution-oriented, can-do mindset, identifying areas for operational improvement & implementing best practices swiftly to enhance efficiency and collaboration between internal and external teams.
• Be an active leader in refining, progressing, and automating the chat support scope considering the growing ability of the team and evolution of AI
• Understanding and contributing to our end-to-end support value chain, potentially developing expertise in one area but also sponsoring cross-team projects or topics to raise our overall efficiency and evolution of our organization

• What you bring:
• Do you feel inspired by leading people with purpose towards impact? Are you familiar with the ins-and-outs of business and technical support? Are you comfortable engaging and challenging the status quo to raise support impact to the next level? If yes, here are some additional elements we are looking for:
• Proven track-record of leading – either dynamic projects with complex stakeholders or diverse teams; supervisor or virtual team leadership experience are a plus
• Execution consistency, confidence, and operational accuracy, driven by a take-charge mindset
• A trusted partner who knows how to balance empathy, business priorities, and appropriate boundaries
• A passion for understanding the sales cycle and the roles we play within it to recognize urgency and impact
• Strategic thinking abilities – connecting the dots to address current concerns and build the path for the future
• An enabler and multiplier, not afraid to take risks and share takeaways
• A bridge to connect and balance business asks with support readiness and technical opportunities
• An engaged leader who can inspire, coach, and guide their future team, creating an open and welcoming environment
• Commitment to compliance across our support activities, team behaviors, & expectations
• Willingness to be hands-on, with the passion to learn the details and dive deeper when key information is missing
• Interest in AI and how it can be applied within support roles

The Business Application Support & Engagement (BASE) team is the liaison between customer-facing roles and their daily applications, sales processes, and technical development. We specialize in bringing high quality, user-oriented support to make complex situations simple and connect the dots for a smoother end-to-end experience. This includes training and informing our users along each step of the way. The team is spread across the world with three main hubs in Prague, Manila, and Buenos Aires. Our team members are motivated and committed to collaborate and partner for success, aspiring to be a best-in-class support unit.

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP,you can bring out your best.

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team:

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy . Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: | Work Area: Sales Operations | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

Job Segment: ERP, Cloud, Sales Operations, SAP, Database, Technology, Sales