Team Lead Customer Experience (m/f/d)

Founded in 2021, the company is a trailblazing supply chain platform that has redefined the way large construction material orders are sourced, distributed, and financed. They are on a mission to unlock the vast potential of cross-border supply for the Western Market by providing access to high-quality construction materials at a global scale through their innovative platform. Since its launch in January 2022, the company has successfully served hundreds of companies and generated exponential growth toward profitability.

The company’s distinct competitive advantage lies in its ability to organize the supply chain through digital innovation. By eliminating middlemen and embracing tech-first and AI, it creates a seamless connection between suppliers and buyers. Its proprietary platform technology not only facilitates supply and demand matching but also offers a comprehensive suite of services, including cloud inventory management, fulfillment solutions, and fintech capabilities.

Since its inception, the company has been at the forefront of construction material management, helping companies access high-quality materials efficiently and cost-effectively. The platform provides a user-friendly experience that empowers businesses to thrive. The company counts 75+ FTEs located across Germany (Berlin HQ), China, and India. The company is on track to achieve profitability and generated triple digits million GMV.

Tasks

• Be the referent for all post-sales customer-related topics.
• Ensure timely and satisfactory resolution of all incoming customer inquiries while staying aligned with business objectives.
• Develop and implement scalable processes.
• Identify opportunities to improve the customer experience, increase retention, and generate additional post-sales revenue streams.
• Lead and mentor a team of 3 operations/CS managers, providing coaching, support, and professional development opportunities.
• Work with departments such as Logistics and Product to ensure seamless coordination and alignment on customer-related initiatives.

Requirements

• You possess a Bachelor\’s degree or Master\’s degree in Business or a related field.
• You have excellent communication skills in both German and English.
• You thrive in high-pressure environments and enjoy tackling crisis management and firefighting tasks.
• You excel in data analysis and process optimization, continually seeking ways to improve operations and customer satisfaction.
• You possess strong problem-solving skills, allowing you to navigate complex challenges effectively.
• Ideally, you have experience with Salesforce, enhancing your ability to manage customer relationships and operations efficiently.
• You bring 3-5 years of experience in customer service, customer success, operations, or account management, demonstrating your capability in these fields.
• You have a proven track record of leading a team, showcasing your leadership and team management abilities.

Benefits

• A role to fulfill with entrepreneurial freedom and a pre-validated business model to be pushed to the next level.
• An experienced founding team (three companies, 2 exits).
• A future-proof job with an attractive salary in a successful and value-oriented company.
• Collaboration with top-tier investors and angles (incl. various unicorn founders) as well as leading market experts.
• A challenging yet rewarding work environment, and the opportunity to make a significant impact within a rapidly growing company.
• Beautiful office space in the center of Berlin, monthly all-hands, team events, and team lunches.

Join one of the fastest-growing B2B companies in Europe in an industry that is starving for innovative solutions. Work with an international intercultural team led by serial entrepreneurs and seasoned executives, advised by some of the brightest minds in the industry.

We are looking forward to hearing from you!

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