Patronus Group

Operations Manager, Customer Service

Patronus Group

full-time

Posted on:

Location Type: Hybrid

Location: Berlin • 🇩🇪 Germany

Visit company website
✨ AI Apply
Apply

Job Level

JuniorMid-Level

About the role

  • You are the primary point of contact for our customers
  • Actively support your team leads with data-driven analyses, process improvements, and structured feedback
  • Resolve customer inquiries (e.g., during onboarding, contractual or technical issues) and ensure a first-class customer experience
  • Analyze recurring customer inquiries and feedback, derive recommended actions, and support the continuous improvement of our processes and customer experience
  • Work closely with the Operations and Sales teams to ensure customer requirements are implemented efficiently and sustainably
  • Identify optimization opportunities in customer service and actively support department leadership in IT- and AI-driven scaling, automation, and process optimization
  • Own the results and KPI development for your areas of responsibility

Requirements

  • 2–5 years of experience in Customer Success / Customer Service, ideally in a technology-driven environment
  • Analytical mindset and the ability to identify and implement data-driven optimization opportunities (e.g., using Google Sheets and BI tools)
  • Strong communication skills, empathy, and a confident presence – you can excite customers about our product
  • A structured, solution-oriented working style and enjoyment of scaling, automating, and optimizing processes
  • Interest, enthusiasm, and experience in using the latest AI applications
  • Fluent German language skills at C2 level (written and spoken) and English at B2 level
Benefits
  • Urban Sports Club membership for your fitness
  • Family & Friends coupon for the Patronus watch
  • 26 vacation days in the first year, 28 days in the second year, and 30 days from the third year
  • Annual Learning & Development budget for individual learning and growth
  • Clearly structured career framework for your next career step
  • 360-degree feedback conversations for continuous development
  • Exclusive corporate benefits for your advantage
  • Discounts at restaurants near the office
  • Free choice of hardware (MacBook or Lenovo)
  • Modern office in the vibrant Friedrichshain district
  • Job ticket for a stress-free daily commute
  • Up to 2 days per week remote work
  • Get moving. Lease a bike at a discounted rate through "Mein Dienstrad"
  • Regular company and team events to foster our cohesion
  • Team spirit instead of elbow mentality – we achieve more together
  • Develop a product that provides real societal value
  • Quarterly company brunches for exchange and networking
  • One volunteering day per year, where we do something good together

Applicant Tracking System Keywords

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

Hard skills
data-driven analysisprocess improvementKPI developmentcustomer servicecustomer successAI applicationsautomationoptimizationGoogle SheetsBI tools
Soft skills
strong communication skillsempathysolution-orientedanalytical mindsetconfident presenceteam collaborationcustomer engagementstructured feedbackproblem-solvingadaptability