Y-Axis Jobs Logo
Send us feedback
telephone  +91 7670 800 001
Log in Sign up Try Premium
Team Lead Operations/Customer Support at Pedlar Project
Berlin, Berlin, Germany -
Full Time

Start Date

Immediate

Expiry Date

21 Dec, 26

Salary

80000.0

Posted On

22 Sep, 26

Experience

19 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Yes

Skills

Industry

Travel & Tourism

Description

Tasks

🎯 Your role

As Team Lead Customer Success / Operations Excellence, you are the central contact person for our Customer Success team.

You ensure that our team is well-organized in its daily operations, that our customers are reliably served, and that recurring tasks and problems are increasingly standardized and automated.

You are hands-on : You don't just sit by and coordinate, but you know our processes, support your team in difficult cases and pitch in yourself when necessary.

You will work closely with management as well as the teams from sales, accounting, dunning and operations .

Your focus is on implementation, structure and operational excellence – the management is responsible for the overarching strategic development.

💼 Your tasks

👥 Team Leadership & Development

  • Leading and developing our Customer Success Team
  • Organization of daily workflow and distribution of tasks
  • Planning capacities and priorities
  • Support for employee development and regular feedback
  • Definition and tracking of goals and key performance indicators
  • Promoting an open, positive and performance-oriented team culture
  • Support and coaching for your employees in difficult situations

⚙️ Day-to-day operations

  • Ensure that customer requests and tasks are processed reliably and on time.
  • Prioritizing customers and tasks, e.g., for new customers or urgent cases.
  • Coordination of customer onboarding
  • Contact person for the team in complex or urgent customer cases
  • Taking over communication with customers in exceptional and emergency situations
  • Identifying bottlenecks and independently finding pragmatic solutions

📚 Standards & Processes

An important part of your job is to bring order and standards to our processes.

You:

  • You define standards for recurring situations and customer requests.
  • You document processes and create work instructions.
  • You develop training materials and conduct employee training sessions.
  • You identify recurring errors and problems
  • You analyze their causes and develop solutions.
  • You continuously improve existing processes.
  • You ensure that improvements are actually implemented within the team.

🤝 Collaboration with other teams

You are an important interface within Pedlar and work closely with:

Management

  • Implementation of jointly defined structures and improvements
  • regular exchange about operational challenges
  • Preparation of problems and proposed solutions

accounting

  • Voting on invoice approvals and commercial matters
  • Clarification of discrepancies between customer service and finance

dunning process

  • Cooperation on outstanding receivables and customer cases

qualification

🔥 This is what you bring to the table

We are deliberately not looking for a classic senior management person , but rather someone who likes to work closely with the operational business and take responsibility for a team.

This is important to us:

  • First experience in leading or coordinating employees
  • Good business knowledge (e.g. orders, invoices, sales tax)
  • Experience in customer success, purchasing, customer service, operations, back office or a comparable field
  • Excellent organizational skills
  • You work in a structured manner and maintain an overview even when handling many tasks simultaneously.
  • You have strong communication skills and can express yourself clearly to customers and employees.
  • You enjoy solving problems and making things better.
  • You are hands-on and not afraid to pitch in yourself.
  • You think analytically and recognize connections.
  • You have a high level of self-motivation and complete things independently.
  • Excellent German skills and good English skills
  • Safe handling of digital tools and openness to new technologies

You're a particularly good fit for us if you...

  • You enjoy taking responsibility for a team
  • You enjoy bringing structure to complex processes .

You prefer to find a solution rather than pass on a problem.

  • You are open to feedback and you enjoy giving feedback yourself.
  • You enjoy questioning and improving processes
  • You remain calm and solution-oriented even in stressful situations.
  • You are more likely to be pleased by challenges than annoyed by them

How To Apply:

Incase you would like to apply to this job directly from the source, please click here

Responsibilities

Tasks

🎯 Your role

As Team Lead Customer Success / Operations Excellence, you are the central contact person for our Customer Success team.

You ensure that our team is well-organized in its daily operations, that our customers are reliably served, and that recurring tasks and problems are increasingly standardized and automated.

You are hands-on : You don't just sit by and coordinate, but you know our processes, support your team in difficult cases and pitch in yourself when necessary.

You will work closely with management as well as the teams from sales, accounting, dunning and operations .

Your focus is on implementation, structure and operational excellence – the management is responsible for the overarching strategic development.

💼 Your tasks

👥 Team Leadership & Development

  • Leading and developing our Customer Success Team
  • Organization of daily workflow and distribution of tasks
  • Planning capacities and priorities
  • Support for employee development and regular feedback
  • Definition and tracking of goals and key performance indicators
  • Promoting an open, positive and performance-oriented team culture
  • Support and coaching for your employees in difficult situations

⚙️ Day-to-day operations

  • Ensure that customer requests and tasks are processed reliably and on time.
  • Prioritizing customers and tasks, e.g., for new customers or urgent cases.
  • Coordination of customer onboarding
  • Contact person for the team in complex or urgent customer cases
  • Taking over communication with customers in exceptional and emergency situations
  • Identifying bottlenecks and independently finding pragmatic solutions

📚 Standards & Processes

An important part of your job is to bring order and standards to our processes.

You:

  • You define standards for recurring situations and customer requests.
  • You document processes and create work instructions.
  • You develop training materials and conduct employee training sessions.
  • You identify recurring errors and problems
  • You analyze their causes and develop solutions.
  • You continuously improve existing processes.
  • You ensure that improvements are actually implemented within the team.

🤝 Collaboration with other teams

You are an important interface within Pedlar and work closely with:

Management

  • Implementation of jointly defined structures and improvements
  • regular exchange about operational challenges
  • Preparation of problems and proposed solutions

accounting

  • Voting on invoice approvals and commercial matters
  • Clarification of discrepancies between customer service and finance

dunning process

  • Cooperation on outstanding receivables and customer cases

qualification

🔥 This is what you bring to the table

We are deliberately not looking for a classic senior management person , but rather someone who likes to work closely with the operational business and take responsibility for a team.

This is important to us:

  • First experience in leading or coordinating employees
  • Good business knowledge (e.g. orders, invoices, sales tax)
  • Experience in customer success, purchasing, customer service, operations, back office or a comparable field
  • Excellent organizational skills
  • You work in a structured manner and maintain an overview even when handling many tasks simultaneously.
  • You have strong communication skills and can express yourself clearly to customers and employees.
  • You enjoy solving problems and making things better.
  • You are hands-on and not afraid to pitch in yourself.
  • You think analytically and recognize connections.
  • You have a high level of self-motivation and complete things independently.
  • Excellent German skills and good English skills
  • Safe handling of digital tools and openness to new technologies

You're a particularly good fit for us if you...

  • You enjoy taking responsibility for a team
  • You enjoy bringing structure to complex processes .

You prefer to find a solution rather than pass on a problem.

  • You are open to feedback and you enjoy giving feedback yourself.
  • You enjoy questioning and improving processes
  • You remain calm and solution-oriented even in stressful situations.
  • You are more likely to be pleased by challenges than annoyed by them