Fachinformatiker, Technischer Kundensupport, Digitale Schließtechnik
Allegion
Head of Customer Service – m/w/d
Pennylane
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇩🇪 Germany
Visit company websiteJob 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
