Operational Excellence and Customer Experience Coordinator

Bike2future; Germany (OH); On-site; USD 62,799 - 85,635; Full time

Benefits offered by this job

€50 monthly Probonio voucher

€60 birthday bonus

Capital-forming payments

Company pension plan

Bike/e-bike lease up to two bikes

Flexible working hours / flexitime

Workation policy

Job summary

The Bikeleasing Group is seeking an Operational Excellence Coordinator (gn) to own internal first-level support for our core customer service tools, from intake to resolution, with clear prioritisation and a definition of done. You will work closely with Customer Service, product teams, and external vendors to keep processes smooth day to day.

You will maintain the knowledge bases and help centre, implement changes to ticket fields, routing logic, macros, and call routing in our cloud telephony

Qualifications

• Completed vocational training or bachelor’s degree with a commercial/technical/process focus.
• Initial professional experience in operations, customer support/success, process management, or tool administration.
• Ability to prioritise requests and manage multiple topics with attention to detail.

Responsibilities

• Own internal first-level support for core customer service tools from intake to resolution with defined priorities.
• Maintain and develop knowledge bases and help centre; establish standards for easy, consistent access.
• Implement changes to ticket fields, routing logic, macros, and call routing in our cloud telephony system.
• Ensure consistent delivery across voice, email, chat, and self-service channels.
• Analyze patterns in data, derive actions, and implement improvements with measurable impact.

Skills

German language (C1)

English language (B2)

Microsoft Outlook

Microsoft Teams

Microsoft Excel

Initiative

Customer focus

Process management

Tool administration

Education

Vocational training or Bachelor's degree (commercial/technical/process-oriented)

Tools

Zendesk

Freshdesk

Aircall

n8n

Power Automate

Job description

The Bikeleasing Group is seeking an Operational Excellence Coordinator (gn) to own internal first-level support for our core customer service tools, from intake to resolution, with clear prioritisation and a definition of done. You will work closely with Customer Service, product teams, and external vendors to keep processes smooth day to day.

You will maintain the knowledge bases and help centre, implement changes to ticket fields, routing logic, macros, and call routing in our cloud telephony