Customer Success - Team Lead (m/w/d)
HybridBerlin, State of Berlin, Germany
EXPIREDBerlin, State of Berlin, GermanyHybridFull TimeSenior Level
Full TimeSenior Level
Job Summary
Lead, coach, and develop a team of Customer Success specialists in the German market through regular 1:1s, feedback, and career development. Own day-to-day operations including staffing, scheduling, and ensuring SLAs and quality standards are consistently met. Make sure the team reaches its goals and KPIs, translating insights into concrete actions to refine processes, workflows, and tooling. Collaborate closely with other departments to ensure the voice of the customer is heard and acted upon. Report directly to the Head of Customer Success & Claims in a hybrid model with 2-3 days at our Berlin office.
Required Qualifications
- Proven experience leading a customer-facing team
- A genuine people leader
- Goal-oriented and driven by results
- Comfortable working with CS tools
- A structured, analytical approach to problem-solving
- Fluent in German, both written and spoken
- Comfortable in English, both written and spoken
Desired Qualifications
- experience leading a customer-facing team, ideally in a fast-paced scale-up, insurance, or fintech environment
- A passion for pets and for delivering an outstanding customer experience
- experience working in a regulated industry like insurance, banking, finance etc.
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