Pennylane

Head of Customer Service – m/w/d

Pennylane

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇩🇪 Germany

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Job Level

Lead

About the role

  • Build and take ownership of the customer service function in Germany.
  • Hands-on support: direct contact with customers, handling inquiries, problem resolution.
  • Develop and implement a service strategy that ensures excellent customer service.
  • Work closely with product and tech teams to feed customer feedback into product development.
  • Recruit, coach, and lead a fast-growing Customer Service team.
  • Own customer satisfaction, retention, and Net Promoter Score (NPS).
  • Act as a strong interface with Sales, Onboarding, and Marketing.

Requirements

  • 10 to 15+ years of experience in customer service, including several years in a leadership role.
  • Startup/scale-up experience, ideally in a 0-to-1 environment.
  • Experience with invoicing, billing, and accounting.
  • Entrepreneurial mindset and enjoyment of autonomy and ownership.
  • Empathy, strong communication skills, and a hands-on mentality.
  • Fluent in German and English.
Benefits
  • You can work remotely from your country of residence as long as it is in Europe and the time difference to CET (Central European Time) is a maximum of two hours.
  • Regardless of where you are based, you receive 25 paid vacation days from Pennylane.
  • You will receive a competitive compensation package.
  • You will receive company equity to share in the success you help build with us.
  • You will receive a budget to make your home office more comfortable, plus a monthly allowance to work from a coworking space whenever you wish.
  • You will have access to Busuu to improve your English or French.
  • You will receive the latest Apple equipment.
  • We value regular in-person events such as our Tech Days or annual company retreat to create meaningful moments of togetherness for everyone.

Applicant Tracking System Keywords

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

Hard skills
customer serviceinvoicingbillingaccountingcustomer satisfactionNet Promoter Scoreservice strategyproduct developmentproblem resolutioncustomer feedback
Soft skills
leadershipcommunicationempathyhands-on mentalityentrepreneurial mindsetautonomyownershipcoachingteam managementcustomer retention