Team Lead Customer Experience (m/f/d)

Job Description

Our portfolio company, a next-generation supply chain platform, is looking for a motivated Team Lead Customer Experience (m/f/d) to join their Berlin office and support its operation strategies. The company is redefining how one of the world’s largest industries sources, distributes, and finances materials. With a team of 80+ FTEs across Europe, China, and India, the company is rapidly scaling toward profitability.

In this role, the candidate will be responsible for ensuring the company’s business-critical services are optimised and will have the opportunity to contribute to various projects.

Responsibilities:

• Be the referent for all post-sales customer-related topics.
• Ensure timely and satisfactory resolution of all incoming customer inquiries while staying aligned with business objectives.
• Develop and implement scalable processes.
• Identify opportunities to improve the customer experience, increase retention, and generate additional post-sales revenue streams.
• Lead and mentor a team of 2 operations managers, providing coaching, support, and professional development opportunities.
• Work with departments such as Logistics and Product to ensure seamless coordination and alignment on customer-related initiatives.

Requirements:

• Possess a Bachelor's or Master's degree in Business or a related field.
• Have excellent communication skills in both German and English.
• Thrive in high-pressure environments and enjoy tackling crisis management and firefighting tasks.
• Excel in data analysis and process optimisation.
• Possess strong problem-solving skills.
• Ideally, have experience with Salesforce.
• Bring 3-5 years of experience in customer service, operations, or account management.
• Have a proven track record of leading a team.
• Eligibility to work within the EU.

The role offers:

• Entrepreneurial freedom and a pre-validated business model.
• An experienced founding team.
• An attractive salary as well as performance-related bonus payments.
• Collaboration with top tier investors and angles as well as leading market experts.
• Beautiful office spaces, HQ in the centre of Berlin, multiple global locations.