Team Lead Customer Experience (m/f/d)

Project A Services GmbH & Co. KG; Berlin; Vor Ort; EUR 50.000 - 90.000; Vollzeit

Zusammenfassung

Ein innovatives Unternehmen sucht einen motivierten Teamleiter für die Kundenerfahrung, um die Betriebsstrategien einer bahnbrechenden Plattform zu unterstützen. In dieser Rolle werden Sie die Verantwortung für alle kundenbezogenen Themen übernehmen, Prozesse entwickeln und implementieren sowie ein Team von Operations-Managern leiten. Ihre Fähigkeiten in der Datenanalyse und Prozessoptimierung werden entscheidend sein, um die Kundenzufriedenheit zu steigern und zusätzliche Umsatzströme zu generieren. Dies ist eine großartige Gelegenheit, in einem dynamischen Umfeld mit einem erfahrenen Gründerteam und einer zukunftssicheren Rolle zu arbeiten.

Leistungen

Unternehmerische Freiheit

Erfahrenes Gründerteam

Attraktives Gehalt

Leistungsbezogene Bonuszahlungen

Schöne Büros im Zentrum von Berlin

Qualifikationen

• 3-5 Jahre Erfahrung im Kundenservice oder im Management von Kundenbeziehungen.
• Erfahrung in der Führung eines Teams und der Entwicklung von Prozessen.

Aufgaben

• Leitung und Mentoring eines Teams von 2 Operations-Managern.
• Entwicklung und Implementierung skalierbarer Prozesse zur Verbesserung der Kundenerfahrung.

Kenntnisse

Kommunikationsfähigkeiten

Datenanalyse

Prozessoptimierung

Problemlösungsfähigkeiten

Krisenmanagement

Ausbildung

Bachelor-Abschluss in Betriebswirtschaft

Master-Abschluss in Betriebswirtschaft

Tools

Salesforce

Jobbeschreibung

About the Job

We’re looking for a motivated Team Lead Customer Experience (m/f/d) to join one of our portfolio companies and support its operation strategies. In your day-to-day work, you’ll ensure that our portfolio company’s business-critical services are optimised and get the opportunity to contribute to various projects.

Founded in 2021, the company is a trailblazing supply chain platform that has redefined the way large construction material orders are sourced, distributed, and financed. The company is on a mission to unlock the vast potential of cross-border supply for the Western Market by providing access to high-quality construction materials at a global scale through their innovative platform. Since its launch in January 2022, the company has successfully served hundreds of companies and generated exponential growth toward profitability.

The company’s distinct competitive advantage lies in its ability to organise the supply chain through digital innovation. By eliminating middlemen and embracing tech-first and AI, it creates a seamless connection between suppliers and buyers. Its proprietary platform technology not only facilitates supply and demand matching but also offers a comprehensive suite of services, including cloud inventory management, fulfilment solutions, and fintech capabilities.

Since its inception, the company has been at the forefront of construction material management, helping companies access high-quality materials efficiently and cost-effectively. The platform provides a user-friendly experience that empowers businesses to thrive. The company counts 75+ FTEs located across Germany (Berlin HQ), China, and India. The company is on track to achieve profitability and generated triple digits million GMV.

In this role, you’ll:

• 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.

Your Profile

• You possess a Bachelor's degree or Master's degree in Business or a related field.
• You have excellent communication skills in both German and English.
• You thrive in high-pressure environments and enjoy tackling crisis management and firefighting tasks.
• You excel in data analysis and process optimisation, continually seeking ways to improve operations and customer satisfaction.
• You possess strong problem-solving skills, allowing you to navigate complex challenges effectively.
• Ideally, you have experience with Salesforce, enhancing your ability to manage customer relationships and operations efficiently.
• You bring 3-5 years of experience in customer service, operations, or account management, demonstrating your capability in these fields.
• You have a proven track record of leading a team, showcasing your leadership and team management abilities.

Please note that we are looking for support in the Berlin office of our portfolio company. Eligibility to work within the EU is required as well.

Benefits and Perks

• A role to fulfil with entrepreneurial freedom and a pre-validated business model to push to the next level.
• An experienced founding team (three companies, 2 exits).
• A future-proof job with an attractive salary as well as performance-related bonus payments in a successful and value-oriented company.
• Collaboration with top tier investors and angles (incl. various unicorn founders) as well as leading market experts.
• Beautiful office spaces, HQ in the centre of Berlin, multiple global locations.

Apply below and become a part of our success story!

Our Commitment to Diversity and Inclusion

Project A is committed to diverse and equal opportunities hiring for all – applicants, candidates, and employees alike. We value humans – with all our glorious multifaceted backgrounds, perspectives, and experiences – and look forward to your application.