End-to-end responsibility for Customer Support, Customer Success & Order Management (B2C & B2B).
Lead & expand the team: Manage the existing team (customer service & administrative processing / junior experts).
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 fulfillment: Ensure all customer orders are completed, on time and at high quality — from document checks to handover to experts.
Company interface: Work closely with Executive Management, Sales, Operations/Experts and Product/Tech; derive requirements from customer interactions.
Hiring & enablement: Recruitment, onboarding, coaching and development of the team; capacity and shift planning.
Career perspective: Opportunity to progress to Head of Operations — with a potential path to COO depending on team size, accountability and impact.

Initial leadership experience in building and leading customer service and order processing teams in a growing environment (startup/scale-up or comparable).
Proven process excellence: You have implemented scalable structures, SLAs and QA mechanisms and have operationally managed KPIs.
Hands-on mentality: Able to contribute operationally while thinking strategically.
Strong communication and conflict-management skills in German.
(Strong) Nice-to-have: Experience in real estate / property appraisals.

Impact & ownership: You will build a central company function with real scope to shape it.
Close-up scaling phase: Steep learning curve, fast decisions and a short line to Executive Management.
Career path: Potential to progress toward Head of Customer Operations / Director depending on team and results responsibility.
Attractive compensation: Market-competitive base salary plus performance-based components; significant growth possible with increasing responsibility.
Flexible compensation package: Tell us what you need — we’ll try to make it possible.
Working environment: Small, motivated team, modern tools, flexible/hybrid work model.

Customer Operations & Success Lead – Support & Order Management

Key skills