German Speaking Customer Service Lead
On-site · Göteborg, Västra Götaland, Sweden
Job Summary
German-speaking Customer Service Lead responsible for end-to-end operation of the German CS team, owning scheduling, response targets, and day-to-day escalations; lead and coach the team with direct reporting (1:1s, performance reviews); drive cross-functional customer insights to product and other teams; maintain close collaboration with the German Operations Lead and Sales to align customer journey across CS, claims, and invoicing; spend at least 60% of time in daily schedule with the team handling chats, calls, and emails; own capacity planning, target response times, and escalation cases; identify opportunities for continuous improvement and be the voice of the customer internally.
Required Qualifications
- Fluent in German and English
- Proven experience leading a customer service or operations team
- Strong coaching skills and experience navigating team dynamics
- Hands-on operational mindset with willingness to be in daily work (60% on chats/calls/emails/escalations)
- Experience with claims handling and invoice or finance-related processes
- Structured, process-oriented, and improvement-focused mindset
- Empathy and leadership presence to guide a team
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