Customer Success Team Lead

Who you are

• Proven experience leading a customer-facing team, ideally in a fast-paced scale-up, insurance, or fintech environment
• A genuine people leader – you love coaching, developing talent, and building a strong team culture
• Goal-oriented and driven by results – you take ownership of targets and rally your team to reach them
• Comfortable working with CS tools (e.g. Intercom and Fin) and a structured, analytical approach to problem-solving
• Fluent in German, both written and spoken (a non-negotiable)
• Comfortable in English, both written and spoken
• A passion for pets and for delivering an outstanding customer experience is a big plus!
• Nice to have - experience working in a regulated industry like insurance, banking, finance etc

What the job involves

• As Customer Success Team Lead for our German market, you will be the driving force behind a team that delivers world-class service to pet parents across Germany.
• You'll lead, coach, and develop a team of Customer Success specialists, while continuously improving how we work – from processes and tools to quality.
• This is a hands-on leadership role for someone who loves people management as much as building scalable operations, and who gets energized by turning data into better customer experiences
• You will be reporting directly to our Head of Customer Success & Claims
• Lead, coach, and develop a team of Customer Success specialists in the German market through regular 1:1s, feedback, and career development
• Own day-to-day operations of the team – staffing, scheduling, and ensuring SLAs and quality standards are consistently met
• Make sure the team reaches its goals and KPIs, and translate insights into concrete actions and improvements
• Continuously refine processes, workflows, and tooling to scale our customer experience as we grow
• Collaborate closely with other departments to make sure the voice of the customer is heard and acted upon

Benefits

• Opportunity to join a company at the forefront of a booming market at an early scale-up phase
• Flexible, dynamic, and playful company culture, where each person has an important part in a fun-loving and supportive team
• Work with a product and brand that wow customers, and makes the world a better place for our furry friends
• Urban Sports membership