Evalion

Customer Operations & Success Lead – Support, Order Management

Evalion

full-time

Posted on:

Location Type: Hybrid

Location: Berlin • Germany

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Job Level

Senior

Tech Stack

TypeScript

About the role

  • End-to-end responsibility for Customer Support, Customer Success & Order Management (B2C & B2B).
  • Lead & grow the team: manage the existing team (customer service & case handling / junior appraisers).
  • Planned expansion (+3 to 9 additional employees) in the coming months — depending on efficiency and 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 establish feedback loops with Operations & Product.
  • Oversee order processing: ensure all customer orders are completed, delivered on time and to a high standard — from document checks to handover to appraisers.
  • Company-wide interface: work closely with Executive Management, Sales, Operations/Appraisers and Product/Tech; translate customer interactions into requirements.
  • Hiring & enablement: recruit, onboard, coach and develop the team; capacity and shift planning.
  • Career perspective: development into Head of Operations — with a further option to COO depending on team size, responsibility and impact.

Requirements

  • Initial leadership experience building and managing customer service and order processing teams in a growing environment (startup/scale-up or similar).
  • Proven process excellence: you have implemented scalable structures, SLAs and QA mechanisms and have driven KPIs operationally.
  • Hands-on mentality: able to work operationally as well as think strategically.
  • Strong communication and conflict-resolution skills in German.
  • (Highly) desirable: experience in real estate / property appraisals.
Benefits
  • Impact & ownership: you will build a central company function — with real creative control.
  • First-hand scaling phase: steep learning curve, fast decision-making and direct access to Executive Management.
  • Career path: potential to progress to Head of Customer Operations / Director depending on team size and performance responsibility.
  • Attractive compensation: market-aligned base salary plus performance-based components; significant upside as responsibilities grow.
  • Flexible compensation package: tell us what you need — we’ll try to make it possible.
  • Working environment: small, motivated team, modern tools, flexible/hybrid work.
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supportcustomer successorder managementprocess improvementworkflow documentationKPI monitoringSLA implementationQA mechanismsteam managementcapacity planning
Soft Skills
leadershipcommunicationconflict resolutioncoachingteam developmentstrategic thinkingoperational mindsetfeedback loopsinterpersonal skillsproblem-solving