End-to-end responsibility for Customer Support, Customer Success & Order Management (B2C & B2B).
Team leadership & expansion: Lead the existing team (customer service & administrative staff / junior assessors).
Planned growth (+3 to +9 additional team members) in the coming months – dependent 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 completed, on time and with high quality – from document checks to handover to assessors.
Company-wide interface: Close collaboration with executive management, Sales, Operations/assessors and Product/Tech; translate customer dialogue into requirements.
Hiring & enablement: Recruiting, onboarding, coaching and development of the team; capacity and shift planning.
Career perspective: Opportunity to develop into Head of Operations, with a potential path to COO depending on team size, scope of responsibility and impact.

Initial leadership experience in building and managing customer service and order-processing teams in a growth environment (startup/scale-up or similar).
Proven process excellence: You have implemented scalable structures, SLAs and QA mechanisms and have driven KPIs operationally.
Hands-on mentality: Able to roll up your sleeves operationally while thinking strategically.
Strong communication and conflict-resolution skills in German.
(Strong) Nice-to-have: Experience in real estate / real estate appraisals.

Impact & ownership: You will build a central company function with real scope to shape it.
Hands-on scaling phase: High learning curve, fast decisions and direct access to executive management.
Career path: Potential to advance to Head of Customer Operations / Director depending on team size and responsibility for results.
Attractive compensation: Market-aligned base salary plus performance-based components; significant growth potential with increasing responsibility.
Flexible compensation package: Tell us what you need – we will try to accommodate.
Work environment: Small, motivated team, modern tools and flexible/hybrid working arrangements.

Customer Operations & Success Lead – Support, Order Management

Key skills