Evalion

Head of Customer Operations – Support & Order Management

Evalion

full-time

Posted on:

Location Type: Hybrid

Location: Berlin • 🇩🇪 Germany

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Job Level

Lead

Tech Stack

TypeScript

About the role

  • Senior member of the management team: You bring the customer perspective and process excellence directly into company leadership.
  • End-to-end responsibility for Customer Support, Customer Success & Order Management (B2C & B2B).
  • Lead & expand the team: Manage the existing team (customer service & administrative processing / junior appraisers).
  • Planned expansion (+3 to 9 additional employees) in the coming months — depending on efficiency and process maturity.
  • Set up and 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.
  • Oversee order processing: Ensure all customer orders are handled completely, on time, and to a high standard — from document verification to handover to appraisers.
  • Company-wide interface: Close collaboration with executive management, Sales, Operations/Appraisers, and Product/Tech; translate customer dialogue into requirements.
  • Hiring & enablement: Recruiting, onboarding, coaching, and developing the team; capacity and shift planning.
  • Career perspective: Progression to Head of Operations — with a further option to COO depending on team size, scope of responsibility, and impact.

Requirements

  • Several years of leadership experience building and managing customer service and order processing teams in a growing environment (startup/scale-up or similar).
  • Demonstrable process excellence: You have implemented scalable structures, SLAs, and QA mechanisms and have operationally managed KPIs.
  • Hands‑on mentality: You can work operationally when needed while thinking and planning strategically.
  • Strong communication and conflict-resolution skills in German.
  • Nice to have: Experience in real estate / property valuation.
Benefits
  • Impact & ownership: You will build a central company function — with real responsibility and scope to shape it.
  • Close involvement in a scaling phase: Steep learning curve, fast decision-making, and direct access to executive management.
  • Career path: Prospect to Head of Customer Operations / Director depending on team size and results responsibility.
  • Attractive compensation: Market‑competitive base salary plus performance-related components; significant growth potential with increasing responsibility.
  • Flexible compensation package: Tell us what you need — we’ll try to accommodate.
  • Work environment: Small, motivated team, modern tools, flexible/hybrid work model.

Applicant Tracking System Keywords

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

Hard skills
process excellencecustomer supportcustomer successorder managementKPI managementSLA implementationQA mechanismsworkflow documentationteam managementcapacity planning
Soft skills
leadershipcommunicationconflict resolutioncoachingstrategic planningoperational thinkingteam developmentcollaborationcustomer perspectivefeedback management