Evalion

Operations

• End-to-end responsibility for Customer Support, Customer Success & Order Management (B2C & B2B).
• Team leadership & growth: Lead the existing team (customer service & administrative processing / junior appraisers).
• Planned expansion (+3 to 9 additional employees) in the coming months — depending on efficiency & process maturity.
• Set up & scale processes: Build, document and continuously improve workflows (SLAs, escalations, knowledge base, QA checks).
• Ensure service quality: Monitor relevant KPIs (e.g., First Response Time, Time-to-Resolution, CSAT/NPS, backlog) and maintain feedback loops with Operations & Product.
• Manage order fulfillment: Ensure all customer orders are processed completely, on time and with high quality — from document checks to handover to appraisers.
• Company interface: Work closely with Executive Management, Sales, Operations/Appraisers and Product/Tech; derive requirements from customer conversations.
• Hiring & enablement: Recruiting, onboarding, coaching & development of the team; capacity & shift planning.
• Career perspective: Progression to Head of Operations — with further potential to COO, depending on team size, accountability and impact.

Customer Operations & Success Lead – Support & Order Management