Team Lead, Customer Operations

dentolo

Team Lead for Customer Operations at getolo responsible for leading a team of 10-12 in hybrid setting. Focused on enhancing customer experience and operational efficiency.

Posted 7/16/2026full-timeBerlin • 🇩🇪 GermanySeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in customer operations, focusing on team motivation, process optimization, and effective communication. Proficient in managing service KPIs and utilizing data-driven insights to enhance customer support and operational efficiency.

Highest-signal resume keywords

Customer Service ManagementLeadership ExperienceKPI Monitoring and ReportingEmpathetic CommunicationProcess Optimization

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer OperationsData InterpretationService KPIsQuality AssuranceChange Management

Soft Skills

EmpathyTeam MotivationStructured Problem-SolvingCollaboration

Tools & Technologies

Ticketing SystemDigital Tools

Industry Keywords

Customer CentricityInsurance Sector

About the role

Key responsibilities & impact

You take on the operational and disciplinary leadership of a team of approximately 10 to 12 employees in the petolo Customer Operations area.
You are responsible for the day-to-day operations and ensure efficient, empathetic and solution-oriented support for our customers via phone and ticketing system.
You monitor relevant service KPIs, derive optimization measures and support your team with complex customer issues.
You create a motivating work environment where ownership, collaboration and customer centricity are lived.
You plan and organize training, coaching and quality assurance measures.
You continuously develop processes, accompany projects, quality standards and workflows, manage change and work closely with adjacent teams such as Claims, Product, Tech and Operations.

Requirements

What you’ll need

You have several years of experience in customer service, Customer Operations or a comparable service-oriented environment, as well as initial leadership experience.
You are confident working with customer service KPIs and use metrics and reporting to make operational decisions and drive improvements.
You can interpret data and reports confidently and translate them into effective actions.
You communicate empathetically and respectfully, motivate your team and manage change with confidence.
You work in a structured, solution-oriented way and keep an overview even in a dynamic environment. Experience in the insurance sector is a plus but not required.
You are comfortable using digital tools and quickly familiarise yourself with new systems.
You communicate confidently in German, at least at C1 level, and can also communicate well in English.

Benefits

Comp & perks

Attractive fixed salary
Tiered vacation days starting at 28 days (up to 30 days). Days off on December 24 and 31.
Choose between a Swapfiets bicycle or a subsidised BVG Umwelt- or Deutschlandticket
Work hybrid — from your home office or from our office in Berlin-Mitte
Work up to 60 days from within the EU
Access to free coaching sessions with nilo.health, our mental health tool
Test our products yourself! Choose between dentolo, petolo or vitolo
Training budget starting at €750 per year
Regular (360-degree) feedback
Legendary summer and winter parties
Regular team events
Employee discounts via Corporate Benefits
Two volunteer days per calendar year
Pet-friendly office