Team Lead, Customer Operations

Jobtailor; Berlin; Vor Ort; EUR 85.000 - 110.000; Vollzeit

Zusammenfassung

Jobtailor in Germany is seeking a seasoned leader for Customer Operations to guide a 10-12 person team. You will drive day-to-day support with a strong focus on empathy, efficiency, and customer centricity across phone and ticketing channels.

Responsibilities include KPI-driven optimization, training, quality assurance, and cross-functional collaboration with Claims, Product, Tech and Operations. The role requires German C1 and strong English skills.

Qualifikationen

• Several years of experience in customer service or Customer Operations with initial leadership exposure.
• Confident using customer service KPIs and reporting to drive improvements.
• Ability to interpret data and translate it into actionable steps.
• Empathetic, respectful communication; motivate the team and effectively manage change.
• Structured, solution-oriented approach; able to maintain overview in a dynamic environment.
• German language at C1 level and good English skills.

Aufgaben

• Lead a team of approximately 10-12 employees in Customer Operations.
• Oversee day-to-day operations and ensure empathetic, solution-oriented support via phone and ticketing system.
• Monitor service KPIs, derive optimization measures, and support the team with complex customer issues.
• Create a motivating work environment with ownership, collaboration and customer centricity.
• Plan and organize training, coaching and quality assurance measures.
• Develop processes, accompany projects, maintain quality standards and workflows, and work with Claims, Product, Tech and Operations.

Kenntnisse

Leadership experience

Team motivation

KPI monitoring

Empathetic communication

Change management

Structured problem-solving

Data-driven decisions

Customer service management

Tools

Ticketing System

Digital tools

Jobbeschreibung

• You take on the operational and disciplinary leadership of a team of approximately 10 to 12 employees in the petolo Customer Operations area.
• You are responsible for the day-to-day operations and ensure efficient, empathetic and solution‑oriented support for our customers via phone and ticketing system.
• You monitor relevant service KPIs, derive optimization measures and support your team with complex customer issues.
• You create a motivating work environment where ownership, collaboration and customer centricity are lived.
• You plan and organize training, coaching and quality assurance measures.
• You continuously develop processes, accompany projects, quality standards and workflows, manage change and work closely with adjacent teams such as Claims, Product, Tech and Operations.

Requirements

• You have several years of experience in customer service, Customer Operations or a comparable service‑oriented environment, as well as initial leadership experience.
• You are confident working with customer service KPIs and use metrics and reporting to make operational decisions and drive improvements.
• You can interpret data and reports confidently and translate them into effective actions.
• You communicate empathetically and respectfully, motivate your team and manage change with confidence.
• You work in a structured, solution‑oriented way and keep an overview even in a dynamic environment. Experience in the insurance sector is a plus but not required.
• You are comfortable using digital tools and quickly familiarise yourself with new systems.
• You communicate confidently in German, at least at C1 level, and can also communicate well in English.

Core Competencies

Demonstrates strong leadership in customer operations, focusing on team motivation, process optimization, and effective communication. Proficient in managing service KPIs and utilizing data‑driven insights to enhance customer support and operational efficiency.

Highest-signal resume keywords

• Customer Service Management
• Leadership Experience
• KPI Monitoring and Reporting
• Empathetic Communication
• Process Optimization

Hard Skills

• Customer Operations
• Data Interpretation
• Service KPIs
• Quality Assurance
• Change Management

Soft Skills

• Empathy
• Team Motivation
• Structured Problem‑Solving
• Collaboration

Industry Keywords

• Customer Centricity
• Insurance Sector

Tools & Technologies

• Ticketing System
• Digital Tools