End-to-end responsibility for Customer Support, Customer Success & Order Management (B2C & B2B).
Team leadership & growth: Lead the existing team (customer service & administrative processing / junior appraisers).
Planned expansion (+3 to 9 additional employees) in the coming months — depending on efficiency & 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 processed completely, on time and with high quality — from document checks to handover to appraisers.
Company interface: Work closely with Executive Management, Sales, Operations/Appraisers and Product/Tech; derive requirements from customer conversations.
Hiring & enablement: Recruiting, onboarding, coaching & development of the team; capacity & shift planning.
Career perspective: Progression to Head of Operations — with further potential to COO, depending on team size, accountability and impact.

Initial leadership experience building and leading customer service and order processing teams in a growing 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-resolution skills in German (important requirement).
Nice to have: Experience in real estate / property appraisal. (Knowledge is a big plus but not required — we will gladly develop you further.)

Impact & ownership: You will build a central area of the company — with real scope to shape it.
Close involvement in scaling: Steep learning curve, fast decision-making and direct access to executive management.
Career path: Opportunity to progress toward Head of Customer Operations / Director depending on team and performance responsibility.
Attractive compensation: Market-competitive base salary plus performance-based components; significant growth possible as responsibilities increase.
Flexible compensation package: Tell us what you need — we will try to make it possible.
Work environment: Small, motivated team, modern tools, flexible/hybrid work.

Customer Operations & Success Lead – Support & Order Management

Key skills