spized is looking for a Lead of Customer Success (m/w/d) to lead our Customer Relations team. You will be the central point of contact for customer service, responsible for developing strategies to increase satisfaction and loyalty, optimizing operational processes, and guiding the team's development.
What You'll Do
- Lead and develop the Customer Relations team, fostering team spirit and a customer-oriented culture through regular feedback and coaching.
- Develop and implement customer service strategies, analyze feedback and trends, and implement targeted measures to increase customer satisfaction and loyalty.
- Develop KPIs and optimize processes, tools, and systems to increase efficiency and improve the customer experience.
- Ensure complex customer concerns are resolved efficiently through appropriate methods and continuous process optimization.
- Work closely with Operations, Sales, and CRM to continuously optimize customer experience and retention.
- Create regular reports for management and proactively identify opportunities for improvement and innovation in customer service.
What We're Looking For
- Several years of practical experience in customer service.
- Minimum 2 years of experience in team leadership.
- Fluent in English and German.
- Proficient in using common customer service platforms, CRM systems & support tools, with experience in workflows.
- Data-driven work style, familiar with KPIs, and use customer feedback to specifically improve processes and quality.
Nice to Have
- Deep interest in German club and team sports.
- Experience in the German club and team sports environment.
- Additional language skills.
Technical Stack
- Customer service platforms
- CRM systems
- Support tools
Team & Environment
You will lead the Customer Relations team within a company of 11-50 employees, reporting directly to Management. You’ll join a motivated and ambitious team in a sporty, relaxed atmosphere.
Benefits & Compensation
- High-quality equipment
- Flexible working hours & hybrid working
- Modern office in industrial design in the heart of Ehrenfeld, Cologne
- Exciting projects and room for your ideas & suggestions
- Structured onboarding with a personal buddy
- Sporty, relaxed atmosphere in the spized team thanks to joint team activities
Work Mode
This position offers a hybrid work model, combining flexible hours with time in our office in Köln, Deutschland. It is not a remote-only role.
spized is an equal opportunity employer.
