Customer Support

• Lead & Scale a High-Impact CX Team
• Oversee day-to-day operations across all channels (voice, SMS, email, chat).
• Manage, mentor, and grow a team of managers, team leads, and QA specialists.
• Build a culture of accountability, empathy, and performance.
• Shape and Own key CX metrics: CSAT, FCR, AHT, SLA.
• Design and execute a roadmap to elevate both customer and agent experience.
• Optimize support channels, tech stack, and self-service automation.
• Drive CX Operations Excellence and own our CX systems (Kustomer, Aircall, Help Center, etc.).
• Develop scalable systems for QA, training, onboarding, and scheduling.
• Create SOPs and escalation protocols that work in real-life situations.
• Be the Voice of the Customer by influencing product and operations decisions with real customer insight.
• Collaborate closely with Product, Engineering, Marketing, and Operations.
• Ensure alignment between our digital platform and real-world service.
• Manage escalations, refunds, and claims in partnership with Legal and Ops on incident response and safety processes.

Director of Customer Experience

Servicetechniker, Kundenservice, Außendienst

Financial Support Specialist

Senior Manager – Customer Services Major Initiatives

Senior Manager, Customer Services Model Office

Head of Customer Service Excellence – Operational Optimisation