Customer Success - Team Lead (m/w/d)

About This RoleAI processing…

Key Responsibilities

• 1
  Lead, coach, and develop a team of Customer Success specialists in the German market through regular 1:1s, feedback, and career development
• 2
  Own day-to-day operations of the team – staffing, scheduling, and ensuring SLAs and quality standards are consistently met
• 3
  Make sure the team reaches its goals and KPIs, and translate insights into concrete actions and improvements
• 4
  Continuously refine processes, workflows, and tooling to scale our customer experience as we grow
• 5
  Collaborate closely with other departments to make sure the voice of the customer is heard and acted upon

Requirements

• Proven experience leading a customer-facing team, ideally in a fast-paced scale-up, insurance, or fintech environment
• A genuine people leader – you love coaching, developing talent, and building a strong team culture
• Goal-oriented and driven by results – you take ownership of targets and rally your team to reach them
• Comfortable working with CS tools (e.g. Intercom and Fin) and a structured, analytical approach to problem-solving
• Fluent in German, both written and spoken (a non-negotiable)
• Comfortable in English, both written and spoken
• A passion for pets and for delivering an outstanding customer experience is a big plus!
• Nice to have - experience working in a regulated industry like insurance, banking, finance etc.

Perks & Benefits