Team Lead, Customer Operations

Stellenbeschreibung:

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.