End-to-end responsibility for Customer Support, Customer Success & Order Management (B2C & B2B).
Lead and grow the team: Manage the existing team (customer service & order processing / junior assessors).
Planned expansion (+3 to +9 additional team members) in the coming months — depending on efficiency and process maturity.
Set up & scale processes: Build, document, and continuously improve workflows (SLAs, escalations, knowledge base, QA checks).
Ensure service quality: Monitor relevant KPIs (e.g., First Response Time, Time-to-Resolution, CSAT/NPS, backlog) and maintain feedback loops with Operations & Product.
Manage order processing: Ensure all customer orders are handled completely, on time, and with high quality — from document checks to handover to assessors.
Cross-company interface: Close collaboration with Executive Management, Sales, Operations/Assessors, and Product/Tech; translate customer interactions into requirements.
Hiring & enablement: Recruiting, onboarding, coaching, and developing the team; capacity and shift planning.
Career path: Opportunity to develop into Head of Operations — with potential to move into COO, depending on team size, results responsibility, and impact.

Initial leadership experience building and leading customer service and order processing teams in a scaling environment (startup/scale-up or similar).
Proven process excellence: You have implemented scalable structures, SLAs, and QA mechanisms, and have managed KPIs operationally.
Hands-on mentality: You can roll up your sleeves operationally while thinking strategically.
Strong communication and conflict-management skills in German.
(Highly) Nice to have: Experience in real estate / property valuation. Knowledge is a big plus but not required — we will support your development.

Impact & ownership: You will build a central company function — with real scope for shaping it.
Be part of the scaling phase up close: steep learning curve, fast decision-making, and direct access to executive management.
Career path: Pathway toward Head of Customer Operations / Director depending on team size and accountability for results.
Attractive compensation: Market-competitive base salary plus performance-related components; significant upside as responsibilities grow.
Attractive compensation package: Tell us what you need — we will try to accommodate.
Work environment: Small, motivated team, modern tools, flexible/hybrid work.

Customer Operations & Success Lead – Support, Order Management

Key skills