Teamlead B2B Customer Service

At Kleinanzeigen , we connect millions of people with what they need. Part of that mission includes helping over 50,000 commercial customers succeed. To support this, we\’re looking for a Teamlead B2B Customer Service (d/f/m) to help us scale, automate, and elevate the experience for our growing business user base.

Join us to lead an expert team, drive digital transformation, and build a future-proof service function. You will be reporting to the Head of B2B Operations & Analytics .

What You\’ll Do:

Lead with impact

• Guide and support a team of 5 direct reports (including 2 team leads overseeing 35+ agents)

• Create a supportive team environment that values collaboration, clarity, and sustainable performance

• Align operations with strategic goals and foster continuous improvement

Drive transformation

• Shape a data-driven service operation focused on Indicators like CSAT and ticket resolution time

• Lead projects in automation, AI, and digital tools to grow support efficiently

• Collaborate across teams to improve workflows and enhance customer experiences

Improve processes

• Identify bottlenecks and improve customer service journeys end-to-end

• Drive meaningful improvements by evolving tools and processes in a way that supports both our team and our customers

• Use data and insights to proactively improve operations

What You Bring:

• 3+ years of leadership in customer service or success

• You shape direction collaboratively and know how to turn strategy into outcomes that matter

• Experience in digital transformation , automation, and AI tools (e.g., Salesforce Service Cloud, AWS Connect)

• You use data like CSAT, ticket resolution times, and response rates to guide decisions and spot opportunities to improve

• Hands-on approach with excellent project and stakeholder management

• You communicate fluently in both German (C1+) and English—whether in team discussions, written updates, or partner meetings

Ready to make a difference with us? Let\’s build the next chapter of customer success together.

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